Overview of a Quality Assurance Program

A quality assurance (QA) program is a set of standards and steps designed to define, measure, and improve an organization’s performance. Implementing a QA program helps your organization consistently deliver an excellent customer service experience. This course will give you an overview of a QA program’s purpose, focus, benefits. You will gain an understanding of the four main components in a QA program: a quality monitoring scorecard, quality monitoring, calibration, and performance coaching.

  • QA
  • 50 min

What Learners will learn

  • Identify the purpose and benefits of a QA program
  • Identify a quality monitoring scorecard’s purpose
  • Recognize the different parts of a quality monitoring scorecard
  • Determine which interactions to monitor during quality monitoring
  • Distinguish between recorded and live monitoring
  • Determine how software tools can be beneficial for monitoring customer interactions in your organization
  • Define what calibration is
  • Identify the key considerations and steps in the calibration process
  • Determine the purpose and benefits of performance coaching
  • Identify the key considerations for conducting performance coaching

Who should take this?

  • Anyone interested in setting up a quality assurance program
  • Anyone involved in a quality assurance program
  • Supervisors, team leads, or quality assurance managers involved in setting up a quality assurance program

Course Outline

  • Introduction to a Quality Assurance Program
  • QM Scorecard in a QA Program
  • Quality Monitoring in a QA Program
  • Calibration in a QA Program
  • Performance Coaching in a QA Program
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Overview of a Quality Assurance Program course is designed by call center experts to provide a practical and engaging learning experience. Start today.