← ccPlanning Academy

How to run a quality programme that actually improves service — scoring outcomes not scripts, sampling honestly, keeping scorers aligned, coaching from the results, where AI fits, and closing the loop back to the plan. Each lesson has a short self-check quiz; the track ends with an exam that earns a certificate.

1. 1

   What quality assurance is for

   Scoring the customer outcome, not compliance with a script — and why a 40-box form measures the wrong thing.

   Deep dive~10 min
2. 2

   Building the scorecard

   The few items that change a customer outcome — weighted honestly, with the easy-to-measure clutter cut.

   Micro~5 min
3. 3

   Sampling honestly

   How many evaluations is enough, and why a handful of cherry-picked calls tells you almost nothing.

   Micro~5 min
4. 4

   Calibrating the scorers

   If two assessors disagree on the same call, the score is noise. The discipline that keeps QA credible.

   Deep dive~10 min
5. 5

   Coaching from the results

   A score that stops at the form is wasted. Turning evaluations into the next better call.

   Micro~5 min
6. 6

   AI in quality assurance

   Scoring every contact instead of a sample — what automated QA sees, and what it still misses.

   Micro~5 min
7. 7

   Quality and the plan

   QA isn’t someone else’s department: it drives AHT, FCR and repeat demand. Closing the loop to forecasting.

   Deep dive~10 min