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Introduction to Quality Management 3 min
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Managing Forms 13 min
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Calibrating Quality Forms 5 min
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Managing Quality Plans 5 min
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Evaluating Interactions 6 min
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The Agent Experience 3 min
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Monitoring Performance 6 min
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Knowledge Check 5 min
- Training Satisfaction Survey
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Training Satisfaction Survey
Quality Management for Supervisors
Learn to evaluate agents' abilities to follow processes by creating and managing quality forms, planning evaluation programs, monitoring performance, and reviewing progress on assigned quality plans.
In this course, you will learn to:
- Manage forms
- Calibrate Quality Forms
- Manage Quality Plans
- Evaluate interactions
- Monitor performance