Call Center Quality Assurance Training
All Quality Assurance (QA) Staff • Certification Course
Overview
Assuring the quality of your customer experiences is essential to your success – – and training is essential to the success of your QA function. Do you currently have a “best-in-class” quality monitoring program? Our certification will provide your QA team with all of the elements needed for an effective and efficient program that fits your strategy, be it focused on excellent service, cost, sales or marketing.
What You’ll Learn
As a result of this course, participants will:
-
- How to create a QA Program
- How to create a Behavior Based QA Monitor Form
- How to Score, weight and Measure those Forms
- What the QA Process looks like
- What Technology can help
Objectives
Why Quality Assurance Programs
3 Sections
Creating a Quality Assurance Program
4 Sections
Creating a Behavior-Based QA Monitor Form
3 Sections
Scoring, Weights, and Measures
3 Sections
The QA Process
4 Sections
Voice of the Customer
4 Sections
Technology
4 Sections
$995.00
Details
For All QA Staff
On Demand Course (Self - Paced)
7 Modules | ≈ 6-7 Hours
Testimonials
“This course is a great option if you are building the foundation of a Quality Program or if you have an established one. It gives a lot to consider and good examples of ways to structure quality forms, scoring, coaching and calibration sessions. Very comprehensive course. Thank you for the opportunity.”
Vicki Van Skaik
Training and Quality Specialist
EyeMed
“It was an exceptionally fulfilling experience! Learning new approaches, sharing ours, clarifying/validating the best practices we employ and networking in an open, engaging and interactive environment.”
Tawyna Lizama
Quality of Service Manager
Call Center Quality Assurance
Training Course
Private Course Offerings
Personalized Training Delivered At Your Center!
Our on-site call center training provides a cost-effective way to optimize your training in your own call center, and cover key issues to successfully elevate your contact center to new levels of excellence.
- Learns through action – in your center, using your data, using their center management tools and managing your resources
- Customize the learning experience by focusing on specific areas of interest
- Save on employee travel cost
- Minimize time away from work
- 2-day training at client’s location or 3-day virtual course
- Course materials, examinations, and certificates included.