Quality Assurance 101

From Start to Finish: Successfully Managing a Customer Contact

Session Length: 4 Hours hours | Target: All Customer Service Employees | Prerequisites: Delighting Customers

The purpose of this module is to familiarize Customer Service Employees with the goals, role and function of the Quality Assurance Department. Topics include:

  • What Is Quality?
  • Meet Your Quality Assurance Team, Their Goals & Mission
  • The QA Call Monitoring Program
  • Coaching Employees One On One

Latest Leadership Posts

Apr
27

Are You Running To – or From – When Making a Job Change? Continue Reading

Apr
13

Why Are You Hiring Only Half of a Candidate? Continue Reading

Mar
16

Why do You Permit C-Players to Remain on Your Team? Continue Reading

Mar
02

How to Find a New Job When You Are Relocating Continue Reading

Feb
16

When You Want to Light a Fire Under Someone, Stop Using a Flamethrower! Continue Reading

Jan
19

Seven Steps to Clarity Continue Reading