Executive Certificate in Level 2 Service Quality Assurance for Contact Centres

Monday, 16 February 2026 11:52:27

International applicants and their qualifications are accepted

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Overview

Overview

Service Quality Assurance

is a crucial aspect of contact centres, ensuring exceptional customer experiences. This Executive Certificate in Level 2 Service Quality Assurance for Contact Centres is designed for contact centre professionals and leadership teams who want to enhance their skills in delivering high-quality service.

By completing this programme, learners will gain a deeper understanding of service quality principles, including customer expectations, service standards, and performance measurement.

They will also learn how to identify and address service quality issues, develop effective solutions, and implement process improvements.

Through a combination of online learning and practical exercises, learners will develop the skills and knowledge needed to drive service quality excellence in their organisations.

Take the first step towards delivering exceptional customer experiences and explore this Executive Certificate in Level 2 Service Quality Assurance for Contact Centres today.

Service Quality Assurance is at the heart of this Executive Certificate in Level 2 Service Quality Assurance for Contact Centres, where you'll learn to deliver exceptional customer experiences. By mastering key skills in service quality management, you'll enhance your career prospects in the contact centre industry. This course highlights the importance of service quality assurance in driving business success and customer loyalty. You'll gain a deeper understanding of industry best practices, including service level management and performance measurement. With this certification, you'll be equipped to drive positive change in your organisation and advance your career in contact centre management.

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 and Communication •
• Contact Centre Operations and Management •
• Quality Assurance in Contact Centres •
• Service Level Agreements (SLAs) and Performance Metrics •
• Customer Relationship Management (CRM) Systems •
• Staff Motivation and Engagement Strategies •
• Conflict Resolution and Escalation Procedures •
• Data-Driven Decision Making for Quality Assurance •
• Measuring and Improving Service Quality in Contact Centres

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

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+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

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

The Executive Certificate in Level 2 Service Quality Assurance for Contact Centres is a professional development program designed to equip executives with the necessary skills to ensure high-quality service delivery in contact centres. This program focuses on teaching learners how to assess and improve the quality of service provided by contact centre staff, with a strong emphasis on customer satisfaction and loyalty.
By the end of the course, learners will be able to identify and address service quality issues, develop effective service quality improvement plans, and implement them in their organisations. The duration of the Executive Certificate in Level 2 Service Quality Assurance for Contact Centres is typically 12 weeks, with learners required to complete a series of modules and assessments along the way.
The program is highly relevant to the contact centre industry, as it provides learners with the knowledge and skills needed to ensure that their organisation is delivering high-quality service to its customers. Throughout the program, learners will gain a deep understanding of service quality assurance principles and practices, including service level agreements, performance metrics, and customer feedback analysis.
They will also learn how to use tools and techniques such as service quality audits, customer satisfaction surveys, and root cause analysis to identify and address service quality issues. Upon completion of the program, learners will receive an Executive Certificate in Level 2 Service Quality Assurance for Contact Centres, which can be used to demonstrate their expertise and commitment to service quality assurance in the contact centre industry.
The program is highly regarded by employers in the contact centre industry, and learners can expect to see a significant improvement in their career prospects and earning potential as a result of completing the program.

Why this course?

Service Quality Assurance is a crucial aspect of contact centres in today's market, with the UK being no exception. According to a recent survey by the Centre for Contact Centre Research, 71% of UK consumers expect contact centres to have a high level of service quality, while 61% are willing to switch to a competitor if their expectations are not met.
Statistic Value
Percentage of UK consumers who expect high service quality 71%
Percentage of UK consumers willing to switch to a competitor due to poor service quality 61%

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

Ideal Audience for Executive Certificate in Level 2 Service Quality Assurance for Contact Centres Are you a UK-based contact centre professional looking to enhance your skills and knowledge in service quality assurance?
Key Characteristics: You are a UK-based contact centre manager, supervisor, or team leader with at least 2 years of experience in customer service, preferably in a contact centre environment.
Career Goals: You aspire to improve your service quality assurance skills to increase customer satisfaction, reduce complaints, and enhance your contact centre's reputation in the UK market.
Prerequisites: You hold a Level 2 qualification in a relevant field, such as customer service or business administration, and have a good understanding of the UK contact centre industry.
Benefits: Upon completion of the Executive Certificate in Level 2 Service Quality Assurance for Contact Centres, you will gain the skills and knowledge to implement effective service quality assurance strategies, leading to improved customer satisfaction and increased competitiveness in the UK market.