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Quality Assurance

  • Covers the entire QA process from creating a quality monitoring form to coaching and interaction analytics
  • Explains common pitfalls when implementing a quality monitoring program
  • Conveys the four most important goals of an effective monitoring program
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals
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This course provides learners with the skillset needed to ensure a consistent service quality across channels that is in line with company objectives. It covers essential tools, techniques, and aspects of the QA process; the quality monitoring form, calibration meetings, coaching, voice of the customer programs, quality monitoring programs, and interaction analytics. This course is designed to equip you with the fundamental knowledge on how to conduct quality assurance professionally.

Who should take this?

  • Anyone who has a stake in the quality monitoring process
  • Call center managers, team leaders, quality assurance specialists, analysts

Format

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

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 7 hours of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Building a Quality Monitoring Form

How to Build an Effective Quality Monitoring Form

Building a Quality Monitoring Form

A good quality monitoring form will help you identify what your contact center is doing well, and what needs to change, in order to retain your current customers and attract new ones.

This unit teaches how to create a new quality monitoring form, how to fine-tune an existing form, and helps you decide how often you should revisit it in order to get the most from you quality monitoring program.

This unit starts with how to identify your stakeholders’ needs and then shows you how to build your quality monitoring form to ensure those needs are satisfied. Next, you’ll learn who should be on the project team and how to build a quality standard definition document that leaves no room for interpretation and is based on objective behaviors. Then the structure of the form is discussed; how does each section relate to the call, email or chat that is being assessed and how should each section be weighted. Finally, to prepare for the roll-out of your form, this unit discusses how to run a pilot program.

This unit is packed with with practical exercises and essential information that will help you gain the skills you need to build an effective quality monitoring form.

After taking this unit, you will be able to:

  • Create and fine-tune your quality-monitoring form.
  • Build a logical, easy to follow quality standards definition document.
  • Determine scoring ratios for each part of the form.
  • Examine the pros and cons of applying penalties to key sections.
  • Run a pilot program to ensure the form is ready to use in the contact center.
  • 7 modules
  • 57 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe why a good quality-monitoring form is important
    • Outline the overall course content
  2. Who Needs What? 10 min

    • Discuss what each of our stakeholders require from a quality-monitoring form
    • Outline how this can be achieved
  3. Who Does What? 06 min

    • Explain how to decide who should be on your project team
    • Explain how to assign responsibilities to a facilitator
  4. Defining Standards 10 min

    • Describe how to build the Quality Standards Definition Document.
  5. Weighting the Form 12 min

    • Decide what score each part of the form should have
    • Describe the pros and cons of applying penalties to key sections
  6. Certifying the Form 06 min

    • Describe how to check that the new form is consistent with the previous one
    • Describe how to run a pilot program to make sure that the new form is ready to be rolled out to the contact center
  7. Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

2. Calibration for Consistency

Best Practices in Calibration and Scoring

Calibration for Consistency

One of the biggest challenges in quality assurance is the perceived fairness of the process. Regardless of how well crafted your quality monitoring form is, there will always be room for interpretation which can trigger a feeling of unfairness. By regularly calibrating the scoring process, you can identify differences in interpretation, and resolve them through effective group discussion.

Calibration is the activity of standardizing scoring through group discussion with the goal of making sure that any two analysts score the same conversation in the same way.

This describes the benefits of calibration and how to get buy-in for an ongoing calibration process. It explains how to prepare for the calibration meetings, who to pick as the owner for the calibration meeting, what ground rules for effective collaboration should be applied, and how often the calibration meeting should take place. Finally, methods for measuring the effectiveness of calibration are presented.

This contains an interactive assignment where you will assess a call and practice some of the techniques to reach a consensus on the final score.

After taking this , you will be able to:

  • Run a productive calibration meeting.
  • Explain to others why calibration is key to the success of the contact center.
  • Determine how often to calibrate.
  • Measure the effectiveness of the calibration process.
  • Identify ground rules for promoting effective communication.
  • Provide constructive feedback in a group setting.
  • 6 modules
  • 51 min

Included modules and learning aims:

  1. Introduction 05 min

    • Explain why effective calibration is essential to the success of a quality assurance program
    • You’ll also preview the overall course content
  2. The Benefits of Calibration 08 min

    • Explain why regular calibration is key to the success of a contact center
    • Outline the three key ingredients to successful calibration.
  3. The Calibration Process 13 min

    • Choose an owner for the calibration process
    • Make decisions about how often to meet
    • Choose what will be scored
    • Measure the calibration effectiveness
  4. Productive Calibration 07 min

    • Identify ground rules to promote effective communication
    • Outline techniques to provide feedback in a group setting
  5. Calibrate a Call 10 min

    • Assess a call and practice some of the techniques to reach a consensus on the final score
  6. Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

3. Basics of Coaching

Techniques for Shaping Agent Behaviors

Basics of Coaching

Most contact centers are in a constant state of change; hiring new staff, changing processes, or releasing new products or services. If these changes aren’t carefully supported by effective coaching, service can quickly become inconsistent. Effective coaching, therefore, is an essential component in maintaining and improving the quality of service you provide to your customers.

Effective coaching can help agents identify what they’re doing well, what they need to change, and how to make that change. It improves the productivity and quality of work, reduces agents’ stress levels, and boosts agents’ confidence and job satisfaction.

This unit is designed to help you get the most out of your coaching process. It outlines the steps for assessing call center performance, covers how to prepare for coaching sessions, and teaches the conversational questioning technique. Best practices for listening and specific coaching techniques for celebrating, clarifying and correcting are also presented.

To reinforce the learning process, this unit contains interactive assignments where the presented coaching techniques can be practiced.

After taking this unit, you will be able to:

  • Assessing call center performance.
  • Apply the conversational questioning technique.
  • Apply proven listening techniques.
  • Apply coaching techniques to either celebrate, clarify or correct agent behavior.
  • 8 modules
  • 66 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe the benefits of effective coaching
    • Explain the overall course content
  2. Performance Management 08 min

    • Describe the steps for diagnosing contact center performance
  3. Prepare for Success 08 min

    • Create a coaching plan that ensures you will be prepared to get the most out of your session
    • Use open-ended questions during coaching
    • Positively reinforce behaviors that we want to see repeated in the future
  4. Techniques for Success 17 min

    • Describe the conversational questioning technique
    • Describe the best practices for listening
    • Discuss the difference between natural and created reinforcement
    • Recognize some common reinforcement mistakes
  5. Coaching to Celebrate 06 min

    • Describe the steps required to celebrate a good call during a coaching meeting
  6. Coaching to Clarify 07 min

    • Describe the steps to take during a coaching meeting
    • Choose the correct step to clarify improvements an agent should make
  7. Coaching to Correct 07 min

    • Describe the steps required to correct a poor call during a coaching meeting
  8. Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

4. Voice of the Customer

How to Capture and Analyze Your Customers' Needs

Voice of the Customer

One of the greatest challenges for any business is to understand their customers’ needs, and determine how well they’re meeting them. A Voice of the Customer (VOC) program allows you to gather and analyze your customers’ perception of your company. It focuses on what your customers expect from the product or service, what they like, and what they don’t like about the offering.

This unit teaches how to set up an effective VOC program. It covers the topic of customer surveys; how to construct the survey and how to analyze the results of the survey. It presents methods for capturing customer feedback from contacts with your agents. And the unit includes a 10-step process to ensure that you’re communicating with customers effectively.

After taking this unit, you will be able to:

  • Set up a successful VOC program.
  • Build an effective VOC survey.
  • Distribute and analyze a VOC survey.
  • Apply the ten-step process to assess your current communication strategy.
  • Capture compliments, competitor information, advertising feedback, and customer desires to enhance your VOC program.
  • 6 modules
  • 72 min

Included modules and learning aims:

  1. Introduction 05 min

    • Explain what a Voice of the Customer program is
    • Preview the overall course content
  2. Constructing the Survey 15 min

    • Define the steps required to build a Voice of the Customer survey
  3. Analyzing the Survey 18 min

    • Define the steps required to distribute and analyze a VOC survey
  4. Listening to Customers 10 min

    • Describe how to capture complaints, compliments, competitor information, advertising feedback, and customer desires
    • Use that information to enhance your VOC program
  5. Reviewing Customer Communication 14 min

    • Describe the ten-step process to ensure you’re communicating with customers effectively
  6. Assessment 10 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

5. Making the Most of Quality Monitoring

Take Your Quality Monitoring Program to the Next Level

Making the Most of Quality Monitoring

An effective quality monitoring program is an indispensable asset to your contact center. It can accurately measure the quality of service, track adherence to processes and procedures, identify opportunities for employee development and even boost morale.

This unit focuses on how to lift your quality monitoring program to the next level. It provides best practices for your quality monitoring program and shares common mistakes you’ll want to avoid. Ideas are presented on how to ensure employees welcome the monitoring process. Methods for staff development are shared and you’ll learn how often specific agents need to be coached. Finally, you will learn how quality monitoring can contribute to the voice of the customer program.

After taking this unit, you will be able to:

  • Avoid the most common mistakes in implementing a quality monitoring program.
  • List the four goals of an effective monitoring program.
  • Develop a call recording strategy for gathering sample interactions.
  • Ensure consistency and fairness in the monitoring process.
  • Leverage quality monitoring to drive performance improvement in the contact center.
  • 6 modules
  • 56 min

Included modules and learning aims:

  1. Introduction 05 min

    • Discuss the benefits of an effective Quality Monitoring program
    • Preview the overall course content
  2. Common Mistakes 13 min

    • Review the most frequent mistakes contact centers make with their Quality Monitoring program
    • Discuss ways to avoid these mistakes
  3. Monitoring Methods 09 min

    • Examine the pros and cons of different monitoring methods
    • Find the best way to observe agent interactions with customers
  4. Staff Development 08 min

    • Explain how to determine how often an agent should be coached
    • Discuss techniques to maximize the impact of the feedback
  5. Voice of the Customer 09 min

    • Describe how Quality Monitoring can contribute to the “Voice of the Customer” program
  6. Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

6. Interaction Analytics

Implementing a Customer Analytics Program

Interaction Analytics

A well-designed interaction analytics program can drive significant improvements in agent productivity, and the effectiveness of your quality program overall. It will help you learn what to do more from your successes and what to avoid from your failures. What’s more, interaction analytics can help you focus your coaching efforts to where they are required the most.

This unit covers the different types of interaction analytics, how to use an analytics package, and will prepare you for the challenges when implementing an interaction analytics program.

After taking this unit, you will be able to:

  • Convey the benefits that interaction analytics can bring to your contact center to others.
  • Transform agent performance through contact, screen, and speech analytics.
  • Analyze customer communications to discover service hiccups early.
  • Understand three powerful interaction analysis techniques.
  • Get the most from a well-structured analytics package.
  • Deal with the challenges of designing an effective analytics program.
  • 5 modules
  • 36 min

Included modules and learning aims:

  1. Introduction 04 min

    • Explain the benefits Interaction Analytics can bring to a contact center
  2. Types of Analytics 10 min

    • Describe the three types of Interaction Analysis
    • Explain the advantages and disadvantages of each
    • Discuss how the three types can be combined to maximize their potential
  3. Uses of Analytics 08 min

    • Describe how to get the most from your analytics package
    • Explain how to use your analytics package to determine why customers are contacting you
  4. Implementation Challenges 07 min

    • Describe some of the challenges contact centers face when implementing analytics, and how to overcome these
  5. Assessment 20 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

Mastery Certification: Quality Assurance

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

30 questions 30 min

Mastery Certification: Quality Assurance

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Pricing options for Quality Assurance

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Quality Assurance below. If you apply for bulk pricing, please contact us to place your order.

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