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

Sep
15

The Art and Science of Speculative Job Applications Continue Reading

Sep
01

Five More Life-Changing, Counterintuitive Principles Continue Reading

Aug
18

Five Life-Changing, Counterintuitive Principles Continue Reading

Aug
04

How to Unlock Your Career Super-Power, Emotional Intelligence Continue Reading

Jul
21

Why Do Groups Fail and Teams Succeed? Continue Reading

Jul
07

Why Effective People Managers Have Honest Courage Continue Reading