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Quality Management Training Program

A solid quality assurance program, objective quality forms and effective coaching methods are the keys to a contact center’s success.

Courses offered in this Program

Quality Assurance: Best Practices

Quality management is a never-ending activity that will provide precise analytical data on the level of service you offer to your customers.

Discover the best practices to efficiently maximize your customer satisfaction and internal processes. Evaluation forms, evaluation frequency, calibration, results management and feedback strategy will be discussed in this training session.

Coaching your Agents

Your agents are the voice of your organization and the direct contact with the clientele. Learn how to implement structure along with the necessary processes through a proper coaching session.

Discover how to implement winning strategies for any obstacles that you may encounter. Learn how to give an empathic feedback to maximize your agents’ potential.

Building Objectives & Efficient Evaluation Form

Build efficient evaluation form to measure different aspects of a call and notice the immediate change on your agents’ performance.

Monitor meaningful criterias and explore different scoring systems to develop clear, easy to use and objective evaluation forms. By the end of the session, you will have created a personalized evaluation form that is aligned to the goals of your contact center.

Reasons to choose Quality Management Training Program

Our Quality Training Program covers industry’s best practices, creation and optimization of evaluation forms, as well as coaching sessions and feedback techniques proven to be successful.

More for less

Our training are available in both English and French. A certification is included in each training program upon participants successfully completing an exam. It is the opportunity to highlight the excellence of their work and value their efforts.

Approved Training Organization

i3vision is a Training Organization approved by the Labor Market Partners commission for the purposes of applying the law to promote the development and recognition of labor skills. This means that i3vision, who specializes in customer contact center solutions is eligible for the 1% law.


Are you interested in our training programs? Tell us about your project by filling out the request form.

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