Udemy

Setting Up The Purrfect Customer Service QA Program

Name: Setting Up The Purrfect Customer Service QA Program
Availability: InStock
Rating: 4.7 (74 reviews)

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Korshub's take

Building a quality assurance program from scratch

Led by Riley, Klaus' educational expert, this course walks through building a customer service QA program step by step across six lessons, each paired with two videos and supporting resources. It makes the case that quality assurance isn't just an engineering discipline — support and other customer-facing teams benefit from structured conversation reviews too. Beyond the mechanics of reviewing conversations, it introduces the idea of an internal quality score (IQS) as a complement to CSAT, since CSAT alone can be skewed by factors outside a team's control.

Who it's for

Customer service leaders starting a QA program from zero who want a structured, video-based build process rather than a generic framework.

Key takeaways

How to structure and launch conversation-review QA programs
Why an internal quality score complements CSAT rather than replacing it
Practical ways QA improves onboarding, training focus, and performance trends over time

About this course

Starting from scratch - our first quality assurance course!

Boost your customer service team to its fullest potential. Join Riley, Klaus' educational expert, to learn about implementing conversation reviews, step-by-step over 12 videos.

Quality assurance isn't exclusively for engineering teams. Customer support and all other customer facing teams can benefit from a dedicated QA program. This course will help you understand what is needed to create your very own review program as well as give you handy tips and tricks that will help you launch your review program successfully.

Quality assurance for customer service can:

Improve your teams CSAT scores
Ramp up your onboarding process for new employees
Identify weaknesses and training areas in your team
Show trends in your teams performance overtime

You shouldn't rely solely on CSAT to determine the quality of your support. Some customers never leave CSAT, and others may be influenced by factors outside of your support teams control. By tracking your internal quality score (IQS) you can judge the quality of your support based on your own criteria. Adding IQS to your already tracked metrics such as CSAT will provide you with a more holistic view of your teams performance.

This course is made of 6 lessons, with each lesson comprising of 2 videos. Each lesson also has accompanied lesson resources that will help you on your path to building your own QA program.