Professional Certificate in Contact Centre Quality Assurance

Sunday, 12 October 2025 23:20:57

International applicants and their qualifications are accepted

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Overview

Overview

Quality Assurance is at the heart of a successful contact centre, and this Professional Certificate is designed to equip you with the skills to excel in this critical role.


Quality Assurance is a vital component of any contact centre, ensuring that customer interactions meet the highest standards. This certificate program is tailored for professionals who want to enhance their knowledge and skills in contact centre quality assurance.

Through a combination of theoretical and practical training, you'll learn how to design and implement effective quality assurance processes, analyze customer feedback, and develop strategies to improve agent performance.


Quality Assurance is not just about following procedures; it's about driving continuous improvement and delivering exceptional customer experiences. By completing this certificate program, you'll gain the expertise to make a meaningful impact in your contact centre.

So why wait? Explore this Professional Certificate in Contact Centre Quality Assurance today and take the first step towards becoming a quality assurance expert.

Contact Centre Quality Assurance is a comprehensive program designed to equip professionals with the skills and knowledge required to deliver exceptional customer experiences. By focusing on Contact Centre Quality Assurance, learners will gain a deep understanding of the importance of quality metrics, performance management, and coaching techniques. This Contact Centre Quality Assurance course offers key benefits such as improved customer satisfaction, increased employee engagement, and enhanced business performance. With Contact Centre Quality Assurance skills, learners can expect career prospects in leadership roles, such as Quality Assurance Manager or Customer Experience Director. Unique features include interactive simulations and real-world case studies.

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 Assurance in Contact Centres •
• Customer Service Skills for Contact Centre Agents •
• Effective Communication in Contact Centres •
• Coaching and Feedback in Contact Centres •
• Performance Measurement and Evaluation •
• Contact Centre Metrics and KPIs •
• Quality Assurance Tools and Software •
• Continuous Improvement in Contact Centres •
• Cultural and Organisational Change Management •
• Contact Centre Leadership and Management

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 Professional Certificate in Contact Centre Quality Assurance

The Professional Certificate in Contact Centre Quality Assurance is a comprehensive program designed to equip learners with the skills and knowledge required to ensure exceptional customer experiences in contact centres.
This program focuses on developing learners' ability to design, implement, and evaluate quality assurance processes, as well as their capacity to analyze and improve contact centre performance.
Upon completion of the program, learners will be able to:
assess customer interactions and identify areas for improvement
develop and implement quality assurance strategies to enhance customer satisfaction
analyze and report on contact centre performance using data analytics tools
design and deliver training programs to improve team performance and customer experience
The duration of the Professional Certificate in Contact Centre Quality Assurance 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 addresses the growing need for organisations to prioritise customer experience and quality assurance.
By completing this program, learners can demonstrate their expertise in contact centre quality assurance and enhance their career prospects in the industry.
The Professional Certificate in Contact Centre Quality Assurance is also highly valued by employers, who see it as a key indicator of a candidate's ability to drive business success through improved customer experience and quality assurance.
Overall, the Professional Certificate in Contact Centre Quality Assurance is an excellent choice for anyone looking to launch or advance their career in the contact centre industry, particularly in roles such as quality assurance manager, customer experience manager, or business analyst.

Why this course?

Professional Certificate in Contact Centre Quality Assurance holds immense significance in today's market, particularly in the UK. According to a recent survey by the UK's Contact Centre Awards, 75% of contact centre professionals believe that quality assurance is crucial for delivering exceptional customer experiences. Moreover, a study by the Centre for Contact Centre Research found that 60% of UK businesses plan to invest in quality assurance training for their staff within the next two years.
Year Investment in Quality Assurance Training
2020 45%
2021 55%
2022 65%

Who should enrol in Professional Certificate in Contact Centre Quality Assurance?

Ideal Audience for Professional Certificate in Contact Centre Quality Assurance Are you a contact centre professional looking to enhance your skills and career prospects?
Job Roles: Customer Service Representatives, Quality Assurance Managers, Call Centre Supervisors, and those in related roles.
Career Levels: Entry-level professionals, those looking to move into management roles, and experienced professionals seeking to upskill.
Industry Background: Contact centres in the UK, with a focus on the public and private sectors, including telecommunications, finance, and retail.
Key Skills: Analytical skills, communication skills, problem-solving skills, and knowledge of contact centre software and processes.
Benefits: Improved job performance, enhanced career prospects, and increased earning potential.