Call Quality Manager Course
The Call Quality Manager Course gives contact center professionals a complete, practical framework for building and leading high-impact quality programs. From designing scorecards and conducting evaluations to coaching agents and presenting data to leadership, every skill you need is covered. If you're ready to move from monitoring calls to driving real performance improvement, this course is built for you.
4 to 360h flexible workload
certificate valid in your country
What will I learn?
You'll 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 behavior, along with root cause analysis methods that fix systemic problems instead of just flagging them. You'll 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 program across multiple sites. By the end, you'll 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.What our students are saying
Your classes are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of interest without needing to switch 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 presentation style and video transcription, 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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