Call Center Quality Monitoring Course
4.4/5
This course equips participants with essential skills for quality monitoring in call centres, focusing on telecom and home internet support. It covers scorecard design, call evaluation, performance coaching, metrics analysis, and root cause problem-solving to enhance customer satisfaction and operational efficiency.

4.4 rating
4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
This Call Centre Quality Monitoring Course shows you how to define quality for telecom and home internet support, design effective scorecards, and evaluate calls with consistent, reliable methods. Learn to coach for measurable gains in QA scores, CSAT, FCR, and AHT, build clear dashboards and reports, and use root cause analysis to drive continuous improvement and stronger customer experiences across every interaction.
Elevify advantages
Develop skills
- Call evaluation mastery: apply telecom QA scorecards with consistent scoring.
- QA metrics insight: link CSAT, FCR, AHT, and QA scores to business results.
- Coaching for performance: run focused QA feedback sessions that lift agent quality.
- Root cause analysis: use Pareto, 5 Whys, and fishbone to fix recurring call issues.
- Scorecard design skills: build weighted, compliant QA forms for telecom centres.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
Your lessons are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of interest without needing to change platforms... I'm grateful for everything you do, I've already recommended you to other people...

Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content I don't need.

Mariana FerresPhotography Student
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The platform is fast and simple to use. The diversity of content and complementary videos really help with learning.

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