Quality Referent Training
Gain expertise in Quality Referent skills to enhance operational performance. Master defining precise quality criteria, creating effective scoring models, coaching agents with actionable plans, and leveraging QA insights for process enhancements that improve customer satisfaction, compliance, and team productivity. This training equips you to build reliable quality frameworks for email and chat support.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This course offers a practical framework to assess and enhance email and chat quality efficiently. You will learn to establish specific criteria for accuracy, tone, structure, compliance, and SLA compliance, create robust sampling and scoring systems, provide targeted coaching with action plans, and transform quality data into optimised processes, improved KPIs, and consistent customer experiences.
Elevify advantages
Develop skills
- Design quality rubrics with clear, weighted scoring models trusted by teams.
- Select high-impact cases through targeted sampling to identify quality gaps quickly.
- Deliver coaching and feedback sessions with measurable action plans.
- Foster cross-team collaboration to align operations, product, and training using quality data.
- Drive continuous improvement by updating knowledge base, processes, and SLAs from QA 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 say
Your classes are perfect. I got the one-year package and finally have the chance to follow several topics I'm interested in without having to switch platforms... I appreciate everything you do, I've already recommended you to others...

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

Mariana FerresPhotography Student
I like the content and the way the videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast and easy to use. The variety of content and the supplementary videos really help with learning.

Giulio CarloPrompt Engineering Student
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