Call Quality Manager Course

Lesson 1 • What Call Quality Management Is

Defines call quality management and its role within contact centre operations. Provides the conceptual baseline for all subsequent chapters.

Lesson 2 • Regulatory and Ethical Obligations

Covers data privacy, recording consent, and industry conduct standards. Grounds quality work in legal and ethical responsibility.

Lesson 3 • Key Metrics and Terminology

Introduces standard quality metrics and industry vocabulary. Ensures consistent language use throughout the course.

Lesson 1 • Selecting and Defining Criteria

Guides selection of evaluation criteria and precise behavioural definitions. Prevents rater ambiguity and score inflation.

Lesson 2 • Piloting and Validating Scorecards

Covers pilot testing, inter-rater reliability checks, and revision cycles. Produces a scorecard that withstands operational scrutiny.

Lesson 3 • Scorecard Design Principles

Explains what makes a scorecard valid, reliable, and actionable. Connects design choices to measurable business outcomes.

Lesson 4 • Weighting and Scoring Scales

Teaches how to assign weights and choose scoring scales that reflect priority. Ensures high-impact behaviours drive overall scores.

Lesson 1 • Recorded Interaction Evaluation

Covers best practices for evaluating recorded calls, chats, and emails. Ensures consistent, unbiased assessment of stored interactions.

Lesson 2 • Building a Sampling Plan

Integrates sampling theory and monitoring methods into a documented plan. Produces a reusable template aligned with team size and goals.

Lesson 3 • Targeted and Risk-Based Monitoring

Teaches focused monitoring for high-risk, new, or underperforming agents. Balances resource efficiency with quality coverage.

Lesson 4 • Sampling Theory for Quality Programmes

Introduces statistical sampling concepts applied to call selection. Establishes why sample size and randomness determine data credibility.

Lesson 1 • Calibration Sessions

Explains how calibration aligns evaluator scores across the quality team. Reduces score variance and builds evaluator credibility.

Lesson 2 • Dispute and Appeal Processes

Establishes a fair process for agents to contest evaluation results. Protects programme integrity whilst respecting agent rights.

Lesson 3 • Applying the Scorecard in Practice

Walks through a live evaluation using the scorecard from Chapter 2. Reinforces criterion-by-criterion scoring discipline.

Lesson 4 • Identifying and Eliminating Rater Bias

Catalogues common cognitive biases that distort quality scores. Provides practical techniques to neutralise each bias type.

Lesson 1 • Coaching for Different Performance Levels

Adapts coaching approach to top performers, average performers, and struggling agents. Prevents one-size-fits-all coaching errors.

Lesson 2 • Tracking Coaching Effectiveness

Measures whether coaching produces lasting behavioural change. Links coaching records to quality score trends over time.

Lesson 3 • Coaching vs. Feedback Fundamentals

Distinguishes coaching from feedback and identifies when each is appropriate. Establishes the manager's role as a performance partner.

Lesson 4 • Structuring a Coaching Conversation

Provides a repeatable framework for planning and delivering coaching sessions. Ensures every session has clear objectives and outcomes.

Lesson 1 • Writing Quality Reports

Teaches how to structure written quality reports for different stakeholders. Ensures findings are communicated with clarity and context.

Lesson 2 • Presenting Findings to Leadership

Prepares managers to present quality data confidently to senior audiences. Builds credibility through data storytelling and anticipating questions.

Lesson 3 • Building Quality Dashboards

Guides creation of visual dashboards for team, site, and executive audiences. Translates data into clear, decision-ready visuals.

Lesson 4 • Organising and Cleaning Quality Data

Covers data collection, storage, and cleaning practices for quality programmes. Ensures analysis is built on accurate, complete datasets.

Lesson 1 • Designing Improvement Initiatives

Translates root causes into structured improvement projects with clear goals. Connects quality findings to operational change plans.

Lesson 2 • Closing the Improvement Loop

Documents lessons learned and updates quality standards after each improvement cycle. Embeds continuous improvement into programme culture.

Lesson 3 • Implementing and Monitoring Changes

Guides rollout of quality improvements and tracks their impact over time. Ensures changes are sustained and not reversed under pressure.

Lesson 4 • Root Cause Analysis Tools

Applies fishbone diagrams, five-whys, and fault tree analysis to quality problems. Builds analytical rigour into the improvement process.

Lesson 1 • Aligning Quality with Business Strategy

Connects quality programme goals directly to organisational objectives and customer experience strategy. Elevates quality from a monitoring function to a strategic asset.

Lesson 2 • Building and Leading a Quality Team

Covers hiring, structuring, and developing a high-performing quality assurance team. Addresses span of control, role design, and team culture.

Lesson 3 • Scaling Quality Across Sites and Teams

Addresses the challenges of maintaining quality consistency across multiple locations. Provides frameworks for standardisation without rigidity.

Lesson 4 • Cross-Functional Quality Partnerships

Establishes collaboration models with training, operations, and product teams. Ensures quality insights drive change beyond the contact centre.