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

Feb
14

Eight Essential Skills Every First Time Supervisor Needs – Part 2 Continue Reading

Jan
31

Eight Essential Skills Every First-Time Supervisor Needs – Part 1 Continue Reading

Jan
03

New Year’s Resolution: I Will Negotiate a Compensation Increase in 2023! Continue Reading

Dec
20

Leadership Secrets: The Goldilocks Principles Continue Reading

Nov
22

Turning Gatekeepers Into Allies Continue Reading

Nov
08

In Search of Generous Leaders Continue Reading