Call Center Team Leader & Quality Assurance Training

Become a Supervisor from Agent
Udemy
platform
English
language
Career Development
category
SATISH KUMAR SAHANI
instructor
Call Center Team Leader & Quality Assurance Training
0
students
1 hour
content
Jul 2025
last update
$114.99
regular price

What you will learn

Transition confidently from a call center agent to a Team Leader or QA specialist

Conduct impactful coaching and performance feedback sessions using proven frameworks

Monitor team performance using key call center KPIs (AHT, CSAT, FCR, etc.)

Analyze QA scorecards and conduct call audits to identify coaching needs

Handle internal and external escalations with diplomacy and professionalism

Create effective shift plans, manage rosters, and optimize team schedules

Design and implement Performance Improvement Plans (PIPs)

Understand the career ladder in BPOs and chart your leadership development plan

Course Gallery

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6717023
udemy ID
12/07/2025
course created date
14/07/2025
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