Call Center Team Leader & Quality Assurance Training

Become a Supervisor from Agent

What you'll 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

Requirements
- No leadership experience required – you’ll learn everything you need!
- Basic understanding of call center operations (inbound or outbound)
- Fluent in English (written & spoken)
- Computer or smartphone to access course videos and downloadable resources

Description
Break Free from the Agent Role – Become a High-Impact Call Center Leader Today!

Are you ready to move from answering calls toleading high-performing teamsin the call center world?

Whether you're eyeing your firstTeam Leader promotion, stepping into aQA Analyst role, or simply ready to upgrade yourcall center leadership skills, this course is your ultimate roadmap.

Introducing:

Call Center Team Leader & QA Training: From Agent to SupervisorThe#1 practical, scenario-based training programdesigned specifically for ambitious BPO professionals like you.

What You’ll Gain

Step-by-step guidance to transition from agent to supervisorReal-world strategies to monitor KPIs like AHT, CSAT, FCR, SLAProven coaching frameworks to uplift underperformers and boost moraleTools to masterQA scorecards, call audits, and quality assurance metricsRoster planning, shift management, and escalation handling techniquesCareer growth strategies to rise intooperations management roles

Course Highlights

6 immersive modules, 30+ expert-led video lessons

Interactive quizzes and reflection tasks for real-time skill building

Downloadable templates: KPI sheets, PIP forms, coaching scripts

Case studies simulatingactual challenges faced by Team Leaders

Lifetime access, certification of completion, and flexible self-paced learning

Who This Course Is For:

Currentcall center agentspreparing for promotion

Newly promotedsupervisors or QA analystswho want structured training

Customer service professionalsin BPOs across India, the Philippines, UAE, USA, and South Africa

Anyone stuck in a frontline role seeking clear, actionable steps to grow

Why This Course Works:

Unlike generic leadership courses, this one istailored for the call center environment. It’s packed with tools you can apply from Day 1—whether you’re managing metrics, resolving escalations, or leading coaching sessions.

The demand forskilled call center leadersis growing—and now’s your chance to stand out. By mastering the core responsibilities of team leadership and quality monitoring, you’ll gain the confidence and capabilities tolead with impact.

Don't wait for your promotion—prepare for it.

Enroll nowand take the next step in your call center career!Start leading. Start growing. Start today.

Who this course is for:
- Current call center agents looking to move up into supervisory or QA roles
- Newly promoted Team Leaders or QA Analysts seeking real-world leadership frameworks
- BPO professionals between 18–45 in India, Philippines, UAE, South Africa, USA
- Call center trainers or L&D professionals who want ready-to-use coaching and QA frameworks
- Anyone feeling stuck in frontline roles with no clear career roadmap
More Info