Customer Service Quality Course
Master call center quality with practical tools for scorecards, QA metrics, call listening, and root cause analysis. Set clear quality goals, coach agents effectively, and turn every customer interaction into a consistent, high-impact experience.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
The Customer Service Quality Course gives you practical tools to design clear scorecards, define measurable quality goals, and track key metrics like quality score, FCR, AHT, CSAT, and compliance. Learn how to run fair evaluations, analyze sample interactions, perform root cause analysis, and build targeted coaching and rollout plans that raise consistency, satisfaction, and performance across every interaction.
Elevify advantages
Develop skills
- Build call quality scorecards: design clear, practical evaluation forms fast.
- Track call center KPIs: calculate quality, FCR, AHT, CSAT and compliance.
- Analyze calls objectively: listen, score, and comment with evidence-based notes.
- Find root causes: use 5 Whys, fishbone and Pareto to fix quality issues quickly.
- Launch QA programs: plan rollout, calibrate evaluators, and drive coaching cycles.
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 workloadWhat our students say
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