Quality Assurance Foundations

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A hands-on introduction to QA: Learn how QA can turn feedback into positive impact, supporting your team, improving performance and achieving meaningful results.

Quality Assurance is often misunderstood. In some contact centres it becomes a compliance tool, in others a scoring exercise, and in many it is something agents fear rather than value. This workshop challenges those assumptions and reframes QA as a powerful enabler of trust, performance and learning across the contact centre.

Designed for anyone new to QA or moving into a QA-related role, this facilitated learning experience focuses on how people experience and think about quality, not just how it is measured. Delegates will explore what QA truly is, why it matters beyond scores, and how core QA principles remain consistent while flexing to suit both heavily regulated and lightly regulated environments. They will also examine the shift from evaluation to meaningful feedback and discover what good quality looks like in everyday practice.

By the end of the workshop, participants will leave with greater confidence in their role within QA, a clearer understanding of how they influence agent experience and performance, and practical ways to apply QA thinking that supports people, meets business needs and aligns with regulatory expectations without losing the human element.

By the end of this session, you’ll:

  • Explain what Quality Assurance really is and why it matters for agents, customers and the wider business
  • Identify the core components that make QA fair, consistent and trusted
  • Understand how agents experience QA and what drives engagement or resistance
  • Move confidently from evaluation to meaningful feedback conversations
  • Recognise different QA approaches and when to use them, including how to apply principles across both regulated and non-regulated environments
  • Understand the roles and responsibilities of colleagues involved in QA
  • Describe what good quality looks like in practice, beyond a score

Benefits to the Business

  • More consistent and credible QA practices
  • Increased agent trust and engagement with QA
  • Better quality conversations, not just better scores
  • Improved feedback capability across teams
  • Stronger alignment between QA, operations and leadership
  • Greater confidence operating within regulatory requirements
  • QA that drives continuous improvement, boosting agent engagement and performance
  • Connect QA to measurable business outcomes

Course Content

  • Reframing Quality Assurance
    Challenge common myths and assumptions about QA and explore its true purpose in a modern contact centre.
  • Why QA Matters
    Understand the impact of QA on customers, agents, leaders and organisational performance.
  • The Core Components of Effective QA
    Explore the foundations that make QA fair, consistent, credible and human.
  • The Agent Experience of QA
    Step into the agent perspective and examine what drives trust, engagement and defensiveness.
  • From Evaluation to Feedback
    Shift the focus from scoring interactions to enabling meaningful, confidence building conversations.
  • QA Approaches in Practice
    Introduce different QA models and approaches and discuss when and why they are used.
  • Roles and Responsibilities in QA
    Clarify how QA fits across roles including QA teams, team leaders, operations and leadership.
  • What Good Looks Like
    Explore real examples, identify what makes them effective, and learn how to apply these principles in your own QA work

Read full course description

Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

About the Trainer

Faye Bailey

With 20+ years’ experience in customer service, quality management, training and coaching, Faye is passionate about helping people grow and creating impactful learning. A Level 5 Professional Coach, she is known for her supportive, engaging approach, helping individuals and teams build confidence, unlock potential, and deliver exceptional customer experiences. She has designed and delivered programmes from Customer Obsessed Service and Executive Complaint Handling to Neurodiversity and Sales Techniques. Faye brings energy, empathy, and a genuine belief that when people feel valued and supported, they do their best work, driving lasting success for colleagues and customers alike.

 

Where and when?

Date: Tue 31 Mar 2026

Time: 13:00 - 16:00

Location: Online

Format

Taking place on Zoom.

Who is it for?

Ideal for beginners in QA, team leaders, or anyone taking on QA responsibilities for the first time, looking to learn practical, people-focused approaches.

Why should you go?

Gain the confidence and practical skills to understand QA and turn it into positive impact in your contact centre.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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