Certificate in Level 2 Quality Assurance for Contact Centres

Sunday, 15 February 2026 21:23:34

International applicants and their qualifications are accepted

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Overview

Overview

Quality Assurance

is a crucial aspect of contact centre operations, ensuring that customer interactions are handled efficiently and effectively. This Certificate in Level 2 Quality Assurance for Contact Centres is designed for those working in contact centres, focusing on developing skills to monitor and improve service quality.

By completing this course, learners will gain a deeper understanding of quality assurance principles and practices, enabling them to identify areas for improvement and implement changes to enhance customer satisfaction.

Some key topics covered include:

Service Standards, Performance Monitoring, and Continuous Improvement. Learners will also develop skills in Effective Communication and Problem-Solving.

Whether you're looking to advance your career or simply improve your skills, this Certificate in Level 2 Quality Assurance for Contact Centres is an excellent choice. Explore further and discover how you can make a positive impact on your contact centre's performance.

Quality Assurance is at the heart of any successful contact centre, and this Certificate in Level 2 Quality Assurance for Contact Centres will equip you with the skills to excel in this field. By gaining a deep understanding of quality assurance principles and practices, you'll be able to identify areas for improvement, develop effective solutions, and drive continuous growth. With quality assurance expertise, you'll enjoy career prospects in management, training, or consulting roles, and boost your earning potential. This course also features unique features such as interactive learning modules, real-world case studies, and industry-recognized certifications.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

•
• Customer Service Skills for Contact Centres •
• Communication Skills for Effective Customer Interaction •
• Conflict Resolution and De-escalation Techniques •
• Quality Assurance in Contact Centre Operations •
• Performance Measurement and Monitoring in Contact Centres •
• Staff Training and Development for Quality Assurance •
• Customer Feedback and Complaint Handling •
• Quality Standards and Benchmarks for Contact Centres •
• Data Collection and Analysis for Quality Assurance

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): £140
2 months (Standard mode): £90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Certificate in Level 2 Quality Assurance for Contact Centres

The Certificate in Level 2 Quality Assurance for Contact Centres is a popular training program designed to equip learners with the essential skills and knowledge required to work effectively in a contact centre environment.
This qualification is ideal for those looking to start or progress in a career in contact centre management, quality assurance, or customer service.
Upon completion of the course, learners can expect to gain a range of skills, including the ability to assess and improve the quality of customer interactions, manage and monitor contact centre performance, and develop effective strategies for customer service and complaint handling.
The duration of the Certificate in Level 2 Quality Assurance for Contact Centres is typically 12-16 weeks, although this can vary depending on the learning style and pace of the individual.
Industry relevance is a key aspect of this qualification, as it is designed to meet the needs of the contact centre industry and prepare learners for entry-level roles in quality assurance, customer service, or contact centre management.
The Certificate in Level 2 Quality Assurance for Contact Centres is a Level 2 qualification, which means it is equivalent to a GCSE and is designed to be accessible to learners with little or no prior experience in the contact centre industry.
This qualification is also relevant to those looking to upskill or reskill in the contact centre industry, as it provides a solid foundation in quality assurance principles and practices.
Overall, the Certificate in Level 2 Quality Assurance for Contact Centres is a valuable investment for anyone looking to launch or advance a career in the contact centre industry.

Why this course?

Quality Assurance is a crucial aspect of contact centres, and obtaining a Certificate in Level 2 Quality Assurance is essential for professionals in this field. In the UK, the contact centre industry is a significant contributor to the economy, with over 1.3 million employees working in the sector (Source: Office for National Statistics, 2020). To stay competitive, contact centres must ensure they provide high-quality services, and this is where quality assurance comes in.
Statistic Value
Number of contact centre employees in the UK 1,300,000
Percentage of contact centre employees with a quality assurance certification 25%
Average customer satisfaction score for contact centres in the UK 85%

Who should enrol in Certificate in Level 2 Quality Assurance for Contact Centres?

Ideal Audience for Certificate in Level 2 Quality Assurance for Contact Centres Are you a contact centre professional looking to enhance your skills and knowledge in quality assurance? Do you want to improve customer satisfaction and reduce complaints in the UK, where 70% of customers have complained about poor customer service?
Job Roles This certificate is suitable for customer service representatives, team leaders, supervisors, and quality assurance professionals in the UK contact centre industry. You can also benefit from this qualification if you work in related fields such as customer service management, call centre management, or business administration.
Career Progression By completing this certificate, you can progress to more senior roles in quality assurance, such as quality manager or customer experience manager. In the UK, the average salary for a quality assurance manager is £35,000 per annum, with opportunities for career advancement and professional growth.
Learning Outcomes This certificate will equip you with the knowledge and skills to apply quality assurance principles and practices in a contact centre environment. You will learn how to identify and address customer complaints, develop and implement quality improvement plans, and evaluate the effectiveness of quality assurance initiatives.