Call Quality Manager Course

What will I learn?
You will 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 behaviour, along with root cause analysis methods that fix systemic problems instead of just flagging them. You will 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 programme across multiple sites. By the end, you will 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 say
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I like how the lessons are straight to the point and how I can change chapters and skip content I don't need.

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The platform is fast, simple to use. The diversity of content and complementary videos help a lot with learning.

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