Quality Referent Training
Gain expertise in Quality Referent skills to elevate operational performance. Master defining precise quality standards, developing scoring models, coaching agents with actionable plans, and leveraging QA insights for process enhancements that improve CSAT, ensure compliance, and boost team efficiency. This course equips you with tools to drive consistent quality across customer interactions.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This training provides a practical framework to assess and enhance email and chat quality efficiently. Participants will learn to establish specific standards for accuracy, tone, structure, compliance, and SLA compliance, create effective sampling and scoring systems, provide targeted coaching with action plans, and transform quality data into improved processes, enhanced KPIs, and dependable customer service experiences.
Elevify advantages
Develop skills
- Design quality rubrics: create clear, weighted scoring systems trusted by teams.
- Implement targeted sampling: choose key cases to quickly identify quality issues.
- Deliver coaching and feedback: conduct effective sessions with trackable action plans.
- Foster cross-team collaboration: use quality data to align operations, product, and training efforts.
- Drive continuous improvement: apply QA findings to refine knowledge bases, processes, and SLAs.
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 thank you 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
I like the content and the way videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos really help with learning.

André FelipePrompt Engineering Student
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