Contact Centre Quality Monitoring
Build a call quality monitoring programme: scorecards, calibration, coaching and linking quality to customer outcomes.
At a glance
- 2 days
Who it's for
- Quality analysts in contact centres
- Team leaders
- Contact centre managers
Learning objectives
- Design a balanced quality scorecard
- Calibrate evaluators
- Coach agents from evaluations
- Link quality to customer outcomes
Detailed content
- Criteria and weights
- Critical errors
- Sampling
- Calibration sessions
- Variance
- Standards
- Feedback sessions
- Side-by-side coaching
- Development plans
- CSAT and FCR
- Speech analytics
- Reporting
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Quality scorecards
- Calibration
- Coaching
- Linking to customer outcomes
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Variable Gage R&R study with three appraisers
- Attribute agreement analysis on real pass/fail samples
- Leadership-style self-assessment and 360° reflection
- Role plays: feedback, delegation and difficult conversations
Tools and templates you keep
- Gage R&R data sheet and decision guide
- Calibration record template
- Feedback (SBI) and coaching (GROW) guides
- Delegation matrix and team charter
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- AIAG MSA manual (4th ed.)
- ISO 10012 / ISO/IEC 17025
- Situational Leadership; Kotter's 8-step change model
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is Contact Centre Quality Monitoring?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
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- Customer Experience (CX) Mastery5 days
- Customer Service Excellence2–3 days
- Government Call Center Development Tracks (Arabic): Track 1 Leadership & Supervision; Track 2 Back-Office Skills –3 days
- World-Class Customer Service2 days
- Effective Selling Skills3 days
- Key Account Management5 days
- Public Relations1 day
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.