A Strategic QA Framework

QA Manager
Blueprint for Success

Quality Assurance Managers play perhaps the most critical role within a contact center. Most not only design the company’s quality assurance program but they also implement, monitor, and report on it. The company’s customer service quality falls squarely on their shoulders, and with current industry statistics painting a sub-par picture of quality across the board, they have their work cut out for them.

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What’s inside

You’ll learn:
  • A structured way to build and sustain a quality culture across your customer service organization.

  • How to frame your contact center’s quality program through a three-level framework approach.

  • How to achieve quality assurance excellence with short-term, medium-term, and long-term goals.

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