Graduate Certificate in Call Quality Assurance for Contact Centres

Wednesday, 18 February 2026 03:35:29

International applicants and their qualifications are accepted

Start Now     Viewbook

Overview

Overview

Call Quality Assurance

is a critical component of contact centre operations, ensuring that customer interactions are handled effectively and efficiently. This Graduate Certificate programme is designed for call centre professionals and quality assurance specialists who want to enhance their skills and knowledge in measuring and improving call quality.

The programme focuses on developing expertise in call quality metrics, coaching techniques, and performance management strategies. You will learn how to design and implement effective call quality monitoring systems, analyze data to identify areas for improvement, and develop targeted coaching plans to enhance agent performance.

By the end of the programme, you will have gained a deep understanding of the principles and practices of call quality assurance, enabling you to make a positive impact on your organisation's customer experience and operational efficiency.

Take the first step towards becoming a call quality assurance expert and explore this Graduate Certificate programme further. Discover how you can enhance your skills and contribute to delivering exceptional customer experiences.

Call Quality Assurance is the backbone of any successful contact centre. Our Graduate Certificate in Call Quality Assurance for Contact Centres equips you with the skills to measure, monitor, and improve the quality of customer interactions. By mastering call quality assurance, you'll enhance customer satisfaction, reduce agent stress, and boost overall business performance. This course offers call quality assurance training, with a focus on industry-leading tools and methodologies. You'll gain expertise in call quality metrics and learn how to implement effective quality control measures. Career prospects are bright, with opportunities in contact centre management, quality assurance, and customer service leadership.

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

•
• Quality Management in Contact Centres •
• Call Recording and Quality Monitoring •
• Speech Analytics for Quality Assurance •
• Performance Metrics and KPIs for Call Centres •
• Customer Service Standards and Expectations •
• Staff Training and Development for Quality Assurance •
• Technology and Tools for Call Quality Assurance •
• Data Analysis and Reporting for Quality Metrics •
• Regulatory Compliance and Industry Standards •
• Best Practices for Call Centre 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.

Start Now

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.

Start Now

  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
  • Start Now
    •

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 Graduate Certificate in Call Quality Assurance for Contact Centres

The Graduate Certificate in Call Quality Assurance for Contact Centres is a specialized program designed to equip students with the skills and knowledge required to ensure high-quality customer service in contact centre environments.
This program focuses on teaching students how to assess, improve, and maintain call quality, with an emphasis on industry-standard metrics and best practices.
Upon completion of the program, students will be able to demonstrate their understanding of call quality assurance principles and apply them in real-world settings.
The Graduate Certificate in Call Quality Assurance for Contact Centres typically takes 6-12 months to complete and consists of 4-6 modules, each covering a specific aspect of call quality assurance.
The program is highly relevant to the contact centre industry, as it addresses the growing need for organizations to optimize their customer service operations and improve overall call quality.
By studying this program, students will gain a deeper understanding of the importance of call quality assurance in driving business success and customer satisfaction.
The Graduate Certificate in Call Quality Assurance for Contact Centres is an ideal choice for individuals looking to launch or advance their careers in contact centre management, quality assurance, or related fields.
The program is also suitable for those who want to develop their skills in areas such as customer service, communication, and team management.
Graduates of this program can expect to earn a competitive salary and enjoy a range of career opportunities in the contact centre industry, including roles such as call centre manager, quality assurance manager, or customer service manager.
The Graduate Certificate in Call Quality Assurance for Contact Centres is offered by various institutions and can be completed online or on-campus, making it accessible to students from diverse backgrounds and locations.
Overall, the Graduate Certificate in Call Quality Assurance for Contact Centres is a valuable investment for individuals seeking to enhance their skills and knowledge in call quality assurance and advance their careers in the contact centre industry.

Why this course?

Call Quality Assurance is a vital aspect of contact centres, with the UK's customer service industry facing increasing pressure to deliver high-quality interactions. According to a recent survey by the Centre for Contact Centre Research, 75% of UK consumers expect contact centres to have a high level of call quality, with 60% willing to switch to a competitor if they experience poor service.
Statistic Value
Percentage of customers who expect high call quality 75%
Percentage of customers willing to switch to a competitor due to poor service 60%

Who should enrol in Graduate Certificate in Call Quality Assurance for Contact Centres ?

Ideal Audience for Graduate Certificate in Call Quality Assurance for Contact Centres Are you a recent graduate looking to kick-start your career in the UK's thriving contact centre industry? Do you have a passion for delivering exceptional customer experiences and a keen eye for detail? If so, this Graduate Certificate in Call Quality Assurance for Contact Centres is perfect for you.
Key Characteristics: You should possess excellent communication and interpersonal skills, with the ability to work effectively in a team environment. A strong understanding of customer service principles and a keen interest in quality assurance are also essential. In the UK, the contact centre industry is expected to grow by 10% annually, with over 1.3 million employees working in the sector by 2025.
Career Opportunities: Upon completion of this Graduate Certificate, you can expect to secure roles such as Quality Assurance Agent, Customer Service Manager, or Call Centre Supervisor. With the UK's contact centre industry projected to reach 1.5 million employees by 2030, the job prospects are excellent for those who pursue a career in call quality assurance.
Learning Outcomes: This Graduate Certificate will equip you with the knowledge and skills necessary to excel in a call quality assurance role, including the ability to design and implement quality assurance processes, analyze call data, and provide coaching and feedback to agents. By the end of the programme, you will be able to apply your skills in a real-world setting and make a positive impact on customer satisfaction and business performance.