Quality Assurance Certification Curriculum

Participants will gain an understanding of the specific requirements necessary to develop a “best- in-class” quality monitoring and assessment process. The first step is building a “quality focused culture.” We will discuss how to do this in your organization and use real cases to discuss other companies successes. Attendees will leave with a plan and the next steps to achieving a “quality focused culture.”

The next steps are:

• Identify the attributes which will lead to the desired outcomes for each call
• Identify and separate the experience and compliance attributes that are required
• Develop the foundational definitions document

We will review examples of possible attributes to be used in the evaluation process. We will answer the question: Which attributes lead to a great caller experience. What are the attributes required for compliance to regulatory constraints or organizational process and procedural requirements?

Participants will learn how to build the monitoring and quality assessment program to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, the form for assessment and the scoring metrics that will measure the result.

Participants will learn about calibration of the assessment and scoring processes. Once we are calibrated, evaluating calls is the next big step in how to deliver appropriate recognition and reward for the stakeholders of the process. We will share success stories of other organizations’ recognition programs.