Certified Contact Centre Quality Assurance Manager (CCCQAM)

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Certificate of completion awarded by Western Kentucky University (USA)

Workshop Description

Setting up and managing a robust yet agile Quality Assurance and Monitoring Program is one of the most essential components of a successful Contact Centre. It helps put to rest the long-standing battle over volume versus quality. An inevitable operational challenge when dealing with large numbers of interactions. In a Contact Centre environment, it is almost impossible to strike a balance between achievements of quality of every interaction and still manage the high turnover of interactions.

This enlightening certification program will assist Quality Assurance Managers to get a grasp of aligning business goals to operational ones and at the same time establish a respectable level of Customer Experience delivery levels. The Certified Contact Centre Quality Assurance Manager program introduces to the QA Manager to the concepts of quality management and more importantly the logic behind creating a sustainable quality program.

This certification equips the manager with the knowledge and skills to set up, implement and manage the quality assurance processes and program and its impact on the overall performance of the Contact Centre. This will enable them to maximize the benefits of the quality program to increase efficiency and customer satisfaction.

Workshop Learning Objectives

• Identify alignment of QA program to Contact Centre objectives
• Ability to plan the entire QA program and its most effective functionality in the Contact Centre
• To be able to implement the said processes effectively
• To manage the quality standards of the contact centre to align with organizational objectives
• Managing an effective QA program
• Gain additional ability to monitor the QA’s in your team
• Create a quality vision for your QA program
• To align the entire contact centre to the Quality Assurance objectives

Who Should Attend?

• Mid or Senior-Level Contact Centre Professionals

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