Call Center Quality Monitoring Course
4.4/5
This course equips you with essential skills for quality monitoring in call centres, focusing on telecom and home internet support. You will learn to define quality standards, design scorecards, evaluate calls consistently, coach agents for improvement, analyze root causes, and create reports to enhance customer satisfaction and operational efficiency.

4.4 in rating
4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
This Call Centre Quality Monitoring Course shows you how to define quality for telecom and home internet support, design effective scorecards, and evaluate calls with consistent, reliable methods. Learn to coach for measurable gains in QA scores, CSAT, FCR, and AHT, build clear dashboards and reports, and use root cause analysis to drive continuous improvement and stronger customer experiences across every interaction.
Elevify advantages
Develop skills
- Call evaluation mastery: apply telecom QA scorecards with consistent scoring.
- QA metrics insight: link CSAT, FCR, AHT, and QA scores to business results.
- Coaching for performance: run focused QA feedback sessions that lift agent quality.
- Root cause analysis: use Pareto, 5 Whys, and fishbone to fix recurring call issues.
- Scorecard design skills: build weighted, compliant QA forms for telecom centres.
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'm grateful 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 and simple to use. The diversity of content and complementary videos really help with learning.

André FelipePrompt Engineering Student
FAQ
Who is Elevify? How does it work?
Do the courses come with a certificate?
Are the courses free?
What is the duration of the courses?
What are the courses like?
How do the courses work?
What is the duration of the courses?
What is the cost or price of the courses?
What is an online course and how does it work?
PDF Course