CERTIFIED CALL CENTER QUALITY MANAGER
“Driving Customer Experience Excellence through Quality Management & Performance Monitoring”
Course Schedule
| Date | Venue | Fees (Face-to-Face) |
|---|---|---|
| 12 – 16 May 2025 | Dubai, UAE | USD 3495 per delegate |
Course Introduction
Call centers serve as the frontline of customer experience, and ensuring their quality and performance is essential for brand reputation, client retention, and operational success. Quality managers must balance service standards, agent performance, compliance, and customer expectations through structured monitoring and improvement initiatives.
This 5-day intensive certification program equips participants with the knowledge, skills, and tools required to lead and implement effective call center quality management frameworks. Through a mix of best practices, case studies, and hands-on sessions, participants will learn how to measure performance, design quality scorecards, coach agents, and drive continuous improvement.
Course Objectives
By the end of this course, participants will be able to:
• Design and implement a call center quality management system (QMS)
• Develop effective quality monitoring scorecards and KPIs
• Coach agents and conduct performance evaluations based on objective data
• Align call center quality goals with customer experience and business strategy
• Lead continuous improvement initiatives to optimize service delivery
Key Benefits of Attending
• Gain internationally recognized certification in call center quality management
• Master tools and frameworks to evaluate, coach, and elevate agent performance
• Drive measurable improvements in customer satisfaction and call efficiency
• Learn how to create a quality culture across the call center team
• Benchmark your call center’s quality function against industry best practices
Intended Audience
This program is designed for:
• Call center and contact center quality managers
• Team leaders, supervisors, and quality analysts
• Customer service and operations managers
• Trainers and performance coaches
• Professionals aspiring to lead contact center excellence
Individual Benefits
Key competencies that will be developed include:
• Quality assurance framework development
• Call monitoring and evaluation techniques
• Agent coaching and feedback delivery
• Data-driven reporting and root cause analysis
• Compliance monitoring and service recovery planning
Organization Benefits
Upon completing the training course, participants will demonstrate:
• Improved service quality and consistency across customer touchpoints
• Enhanced agent performance and employee engagement
• Reduced call handling errors and repeat calls
• Stronger alignment with CX, compliance, and operational KPIs
• Effective training and performance development based on real data
Instructional Methdology
The course follows a blended learning approach combining theory with practice:
• Strategy Briefings – Quality models, contact center trends, and customer expectations
• Case Studies – Real scenarios of quality audits and coaching outcomes
• Workshops – Build scorecards, evaluate calls, and conduct role-play coaching
• Peer Exchange – Sharing QA practices and challenges across industries
• Tools – Scorecard templates, QA audit forms, feedback and coaching scripts
Course Outline
Training Hours: 07:30 AM – 03:30 PM
Daily Format: 3–4 Learning Modules | Coffee Breaks: 09:30 & 11:15 | Lunch Break: 01:00 – 02:00
Day 1: Foundations of Call Center Quality Management
Module 1: Understanding the Role of a Quality Manager (07:30 – 09:30)
• Responsibilities, goals, and key success metrics
Module 2: Building a Quality Monitoring Framework (09:45 – 11:15)
• QA strategy, processes, and integration with operations
Module 3: Workshop – Develop a Quality Management Plan (11:30 – 01:00)
• Aligning objectives with customer and business outcomes
Day 2: Metrics, Scorecards, and Monitoring
Module 4: Identifying and Defining KPIs (07:30 – 09:30)
• AHT, FCR, CSAT, QA scores, and compliance indicators
Module 5: Designing Monitoring Scorecards (09:45 – 11:15)
• Criteria selection, weightage, and scoring scales
Module 6: Workshop – Evaluate Recorded Calls (11:30 – 01:00)
• Scoring, documentation, and improvement notes
Day 3: Coaching, Feedback, and Agent Development
Module 7: Coaching for Quality Improvement (07:30 – 09:30)
• Constructive feedback and behavioral coaching
Module 8: Performance Management Conversations (09:45 – 11:15)
• Handling underperformance and motivating agents
Module 9: Workshop – Conduct a Coaching Role-Play (11:30 – 01:00)
• Feedback simulation based on a call review
Day 4: Data, Analysis, and Compliance
Module 10: Analyzing QA Results for Trends and Insights (07:30 – 09:30)
• Root cause analysis, dashboards, and reports
Module 11: Compliance Monitoring and Risk Mitigation (09:45 – 11:15)
• Regulatory standards, scripts, and escalation controls
Module 12: Workshop – QA Dashboard Interpretation (11:30 – 01:00)
• Interpreting QA data for executive reports
Day 5: Leading Quality Culture and Final Assessment
Module 13: Creating a Culture of Quality (07:30 – 09:30)
• Team engagement, recognition, and training
Module 14: QA Certification Project (09:45 – 01:00)
• Final project: Build a full QA strategy for your center
Certification
Participants will receive a Certified Call Center Quality Manager Certificate, validating their ability to lead, evaluate, and improve the quality of customer interactions within a contact center environment.