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Call Quality Manager Course

Call Quality Manager Course
from 4 to 360h flexible workload
valid certificate in your country

What will I learn?

You will learn how to design statistically sound sampling plans, build objective evaluation scorecards, and conduct accurate, bias-free assessments across voice and digital channels. The course covers structured coaching techniques that change agent behaviour, along with root cause analysis methods that fix systemic problems instead of just flagging them. You will develop the data analysis and reporting skills to communicate quality findings to any audience, including senior leadership. Advanced topics include AI-driven quality tools, compliance monitoring integration, and strategies for scaling a quality programme across multiple sites. By the end, you will have the knowledge to lead a quality function that directly supports business performance.

Elevify advantages

Develop skills

  • Scorecard Design: Build weighted, validated scorecards that objectively measure agent performance.
  • Calibration Facilitation: Lead calibration sessions that align evaluator scores across your quality team.
  • Root Cause Analysis: Diagnose systemic quality failures using fishbone diagrams and five-whys techniques.
  • Quality Data Reporting: Create dashboards and reports that turn raw scores into leadership-ready insights.

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.
Workload: between 4 and 360 hours

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 Carlo
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 Ferres
Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!
Luciana Alvarenga
Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos really help with learning.
André Felipe
André FelipePrompt Engineering Student

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