Do you like your supervisor? (Is my current grievance with mine justified?)

We've never been very friendly (or hostile) towards each other. I was disappointed when I was transferred back to her team two weeks ago. Anyway, the thing that annoys me right now is that she wanted to give one of my calls, the first one we listened to together since I went back to her team, an auto-fail because I didn't verify a customer's state. The beginning of the call went like this:

Me: "May I also have your full billing address, for security purposes?"

Customer gives me his street address.

Me: "I also need the city and zip code."

I'm not putting a customer's account at jeopardy by not having them tell me their state. A Los Angeles address with a 90000 zip code can't be in Florida or Texas or New York. A San Antonio address with a 78000 zip code can't be anywhere but Texas. She decided, after thinking about it, to let it go, but only because I didn't tell the customer any account-specific information, which put the score at 95/100. But it bothers me that she would even consider failing me for that.

I had a much better rapport with the supe I was with the last two months. He made me feel like I was a good agent. Hell, before this coaching, one of the trainers asked if someone could Y-jack with me (listen to some calls), letting me know that I'm one of the best on the floor right now. Said, "I think you're number two," which really surprised me.

If that's the worst she's done then no, I wouldn't think the grievance is particularly justified. It's pretty ordinary to be honest. Certainly heard of and experienced worse supervisors than that.

My supervisors are great, no issues.

Devil's advocate, so read if you dare, but...

...If you did not follow protocol she was in the right to do that, and she went easy on you for not auto-failing. You should admit you messed up (even if you got around protocol to verify the state, it's still a screw up), and appreciate what she did for you; not only did she educate you (i.e. turn you into a better employee), but she didn't punish you for a potentially serious thing.

This is coming from someone who used to be a call compliance analyst for someone that collected debts on behalf of various companies, and whose calls were regularly requested by said companies--your supervisor was justified in auto-failing that call. A lot of companies expect their calls to sound a certain way, and expect people who are collecting debts on their behalf to follow their protocols, and that includes verifying complete names and address. If they do not, under the The Fair Debt Collection Practices Act (FDCPA), the company AND the person(s) collecting on their behalf--including the telephone representative--can be sued.

Sounds like you didn't do your job as required, and while you used logic to answer the question, it wasn't what was required of you. Sounds like a very petty reason to have a "grievance" with her.