Quality Referent Training
Gain expertise in Quality Referent skills to elevate operational effectiveness. Master defining precise quality standards, developing scoring frameworks, guiding agents through actionable coaching, and transforming quality analysis into process enhancements that improve customer satisfaction, regulatory adherence, and team productivity. This course equips you with practical tools for sustained quality improvements across customer service operations.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This training offers a straightforward 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 robust sampling and scoring systems, provide targeted coaching with actionable plans, and leverage quality data to refine processes, optimise KPIs, and ensure dependable customer interactions.
Elevify advantages
Develop skills
- Design quality rubrics: create transparent, weighted scoring systems trusted by teams.
- Implement targeted sampling: choose key cases to quickly identify genuine quality issues.
- Conduct coaching and feedback: run effective sessions featuring trackable action items.
- Foster cross-team collaboration: use quality metrics to align operations, product, and training efforts.
- Drive continuous improvement: apply QA findings to refine knowledge bases, processes, and service agreements.
Suggested summary
Before starting, you can change the chapters and 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 my 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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