Quality Management & Coaching for Team Leaders
A practical, high-impact course for Contact Centre and Customer Service Team Leaders, designed and delivered by Daniel Ord.
Among all roles in a contact centre, none has more influence on day-to-day customer experience than the Team Leader. The way they define quality, listen to customer interactions and coach their people shows up in every call, email and conversation.
Quality Management & Coaching for Team Leaders gives Team Leaders and Managers a clear, structured way to define “what good looks like”, monitor customer interactions fairly, and coach in a way that actually changes behaviour back on the floor.
- Delivered on limited public dates
- 2 × 4.5 hour live online sessions
- Built from 25+ years of global practice
- Turn “quality” from a vague idea into clear, practical standards
- Use forms, monitoring and calibration to drive real performance
- Run coaching conversations that build trust and lift results
Why Quality Management & Coaching Training Matters
Most Team Leaders inherit a quality framework, a scorecard and expectations about “lifting quality”, but rarely get a practical education in how quality is defined, measured and coached in high-performing contact centres.
Without that foundation, QA can feel like policing instead of development, and coaching ends up focused on forms instead of helping people improve.
Quality Management & Coaching for Team Leaders fixes that by giving TLs a structured way to define service, apply standards, monitor interactions fairly and coach in a way that creates real behaviour change.
It’s practical, modern and built for the reality of frontline leadership.
Who Is This Course Suitable For?
Quality Management & Coaching for Team Leaders is designed for people responsible for frontline quality, team performance and day-to-day coaching in contact centre and customer service environments.
It’s ideal for Team Leaders who want a clearer, more consistent way to talk about quality, interpret standards, monitor interactions and run coaching sessions that actually shift behaviour back on the floor.
It’s also valuable for Senior TLs and QA partners who need a shared approach to quality and coaching that reduces friction between quality teams, leaders and advisors.
This course aligns closely with Quality Framework for Contact Centres (for QA professionals and managers) and pairs well with Leadership & People Management for Team Leaders for organisations wanting a complete coaching and people-leadership capability at TL level.
Typical roles that benefit from this course include:
- Team Leaders / Supervisors: responsible for frontline performance and quality outcomes.
- Senior Team Leaders: leading multiple teams and needing consistent coaching approaches.
- Quality Analysts & QA Leads: wanting alignment between QA insights and TL coaching.
- New Leaders: recently promoted and needing structure and confidence in quality and coaching.
- Operations & Customer Service Managers: wanting stronger TL capability in quality, monitoring and behaviour change.
Important: This course is for Team Leaders who need to improve service quality through day-to-day coaching — interpreting standards, listening to interactions, understanding QA results and running performance-shifting coaching sessions.
If you also need training on the broader people-leadership skills that drive performance — such as building trust, setting expectations, lifting engagement and having the everyday conversations that shape behaviour — consider our companion course: Leadership & People Management for Team Leaders.
For deeper training on designing or improving your organisation’s quality framework — including scorecards, calibration structures or QA governance — see our Quality Framework for Contact Centres course for Managers, QA teams and Quality Leaders.
A quick interview to help you decide if this course is the right fit
A short conversation with Daniel Ord covering who it’s for, what’s included, and what Team Leaders typically take back to the floor.
Tip: If you’re looking for training on designing or improving a QA framework, including scorecards, calibration structures and governance, see our Quality Framework for Contact Centrescourse.
Delivered Live Online Across Two Consecutive Days
Quality Management & Coaching for Team Leaders is delivered as 2 × 4.5 hour live online sessions on consecutive days.
This two-day format keeps the learning focused and practical. Day One builds the foundations – what quality looks like, how to interpret standards, and how to listen to interactions in a fair, consistent way. Day Two goes deeper into coaching models, calibration and real-world application, so TLs finish the program with clarity and confidence.
Sessions are interactive and grounded in real examples. TLs work through standards, forms, real call examples and coaching structures, supported by peers from different industries and guided by Daniel Ord.
- ✔️ Live, practical training built around real interactions and scenarios
- ✔️ Use-it-tomorrow tools you can immediately apply in coaching sessions
- ✔️ Designed for busy TLs who can’t be offline for a full day
TLs walk away with a coaching and quality playbook they can put into action the same week.
Included Course Modules
This course is built around four modules that guide Team Leaders through defining, measuring and coaching for quality.
You’ll move from shaping your service vision, to building useful standards, to applying monitoring practices that work, and finally to coaching approaches that create real behaviour change.
Each module includes examples, discussions and practical tools that TLs can apply directly.
1. Decide What Kind of Service You’ll Deliver
Quality starts with clarity. Team Leaders explore what high-quality service means in their environment and how to articulate it clearly.
Topics include crafting a Service Delivery Vision, understanding customer journeys, shaping expectations and using practical models to define consistent, high-quality service.
2. Build the Foundation with Standards & Forms
Standards and forms should guide performance, not just generate scores. This module shows Team Leaders how to interpret and apply their centre’s standards and QA forms.
You’ll explore performance levels, scoring approaches, behavioural expectations and how to align standards with customer goals.
3. Monitoring Practices That Work
TLs review practical ways to “listen” to interactions, including call monitoring, email/chat review and customer feedback.
Topics include monitoring consistency, common challenges, interpreting data and why calibration is critical for fairness and accuracy.
4. Coaching Practices That Work
Great coaching turns insight into improvement. This module provides a practical coaching framework TLs can use immediately.
Topics include when to score vs. when not to score, building trust, structuring conversations and using a 7-step coaching model that leads to lasting behaviour change.
What You’ll Be Able To Do After This Course
Quality Management & Coaching for Team Leaders builds practical capability that TLs can apply immediately.
The outcomes translate directly into stronger coaching conversations, clearer standards and better customer experiences.
- Define clearly what “quality” means in their environment and link it to a Service Delivery Vision.
- Translate that vision into practical, measurable performance standards.
- Use standards and forms confidently to guide, assess, and elevate performance.
- Monitor customer interactions using consistent, aligned practices.
- Apply calibration techniques to ensure fairness and accuracy.
- Coach effectively for quality — balancing scoring with development.
Quality Management & Coaching for Team Leaders
A practical, high-impact course for Contact Centre and Customer Service Team Leaders, designed and delivered by Daniel Ord.
Among all roles in a contact centre, none has more influence on day-to-day customer experience than the Team Leader. The way they define quality, listen to customer interactions and coach their people shows up in every call, email and conversation.
Quality Management & Coaching for Team Leaders gives Team Leaders and Managers a clear, structured way to define “what good looks like”, monitor customer interactions fairly, and coach in a way that actually changes behaviour back on the floor.
- Delivered on limited public dates
- 2 × 4.5 hour live online sessions
- Built from 25+ years of global practice
- Turn “quality” from a vague idea into clear, practical standards
- Use forms, monitoring and calibration to drive real performance
- Run coaching conversations that build trust and lift results
Why Quality Management & Coaching Training Matters
Most Team Leaders inherit a quality framework, a scorecard and expectations about “lifting quality”, but rarely get a practical education in how quality is defined, measured and coached in high-performing contact centres.
Without that foundation, QA can feel like policing instead of development, and coaching ends up focused on forms instead of helping people improve.
Quality Management & Coaching for Team Leaders fixes that by giving TLs a structured way to define service, apply standards, monitor interactions fairly and coach in a way that creates real behaviour change.
It’s practical, modern and built for the reality of frontline leadership.
Who Is This Course Suitable For?
Quality Management & Coaching for Team Leaders is designed for people responsible for frontline quality, team performance and day-to-day coaching in contact centre and customer service environments.
It’s ideal for Team Leaders who want a clearer, more consistent way to talk about quality, interpret standards, monitor interactions and run coaching sessions that actually shift behaviour back on the floor.
It’s also valuable for Senior TLs and QA partners who need a shared approach to quality and coaching that reduces friction between quality teams, leaders and advisors.
This course aligns closely with Quality Framework for Contact Centres (for QA professionals and managers) and pairs well with Leadership & People Management for Team Leaders for organisations wanting a complete coaching and people-leadership capability at TL level.
Typical roles that benefit from this course include:
- Team Leaders / Supervisors: responsible for frontline performance and quality outcomes.
- Senior Team Leaders: leading multiple teams and needing consistent coaching approaches.
- Quality Analysts & QA Leads: wanting alignment between QA insights and TL coaching.
- New Leaders: recently promoted and needing structure and confidence in quality and coaching.
- Operations & Customer Service Managers: wanting stronger TL capability in quality, monitoring and behaviour change.
Important: This course is for Team Leaders who need to improve service quality through day-to-day coaching — interpreting standards, listening to interactions, understanding QA results and running performance-shifting coaching sessions.
If you also need training on the broader people-leadership skills that drive performance — such as building trust, setting expectations, lifting engagement and having the everyday conversations that shape behaviour — consider our companion course: Leadership & People Management for Team Leaders.
For deeper training on designing or improving your organisation’s quality framework — including scorecards, calibration structures or QA governance — see our Quality Framework for Contact Centres course for Managers, QA teams and Quality Leaders.
A quick interview to help you decide if this course is the right fit
A short conversation with Daniel Ord covering who it’s for, what’s included, and what Team Leaders typically take back to the floor.
Tip: If you’re evaluating for a group, listen for the sections on coaching structure, calibration, and “what good looks like”.
Delivered Live Online Across Two Consecutive Days
Quality Management & Coaching for Team Leaders is delivered as 2 × 4.5 hour live online sessions on consecutive days.
This two-day format keeps the learning focused and practical. Day One builds the foundations – what quality looks like, how to interpret standards, and how to listen to interactions in a fair, consistent way. Day Two goes deeper into coaching models, calibration and real-world application, so TLs finish the program with clarity and confidence.
Sessions are interactive and grounded in real examples. TLs work through standards, forms, real call examples and coaching structures, supported by peers from different industries and guided by Daniel Ord.
- ✔️ Live, practical training built around real interactions and scenarios
- ✔️ Use-it-tomorrow tools you can immediately apply in coaching sessions
- ✔️ Designed for busy TLs who can’t be offline for a full day
TLs walk away with a coaching and quality playbook they can put into action the same week.
Included Course Modules
This course is built around four modules that guide Team Leaders through defining, measuring and coaching for quality.
You’ll move from shaping your service vision, to building useful standards, to applying monitoring practices that work, and finally to coaching approaches that create real behaviour change.
Each module includes examples, discussions and practical tools that TLs can apply directly.
1. Decide What Kind of Service You’ll Deliver
Quality starts with clarity. Team Leaders explore what high-quality service means in their environment and how to articulate it clearly.
Topics include crafting a Service Delivery Vision, understanding customer journeys, shaping expectations and using practical models to define consistent, high-quality service.
2. Build the Foundation with Standards & Forms
Standards and forms should guide performance, not just generate scores. This module shows Team Leaders how to interpret and apply their centre’s standards and QA forms.
You’ll explore performance levels, scoring approaches, behavioural expectations and how to align standards with customer goals.
3. Monitoring Practices That Work
TLs review practical ways to “listen” to interactions, including call monitoring, email/chat review and customer feedback.
Topics include monitoring consistency, common challenges, interpreting data and why calibration is critical for fairness and accuracy.
4. Coaching Practices That Work
Great coaching turns insight into improvement. This module provides a practical coaching framework TLs can use immediately.
Topics include when to score vs. when not to score, building trust, structuring conversations and using a 7-step coaching model that leads to lasting behaviour change.
What You’ll Be Able To Do After This Course
Quality Management & Coaching for Team Leaders builds practical capability that TLs can apply immediately.
The outcomes translate directly into stronger coaching conversations, clearer standards and better customer experiences.
- Define clearly what “quality” means in their environment and link it to a Service Delivery Vision.
- Translate that vision into practical, measurable performance standards.
- Use standards and forms confidently to guide, assess, and elevate performance.
- Monitor customer interactions using consistent, aligned practices.
- Apply calibration techniques to ensure fairness and accuracy.
- Coach effectively for quality — balancing scoring with development.
TEAM LEADER DEVELOPMENT PATHWAY
Explore the Daniel Ord Team Leader Development Pathway
The Team Leader role rarely comes with formal training. Most people move up because they excelled in frontline work — then discover the job requires a completely different skillset. The Team Leader Development Pathway fills that gap, providing clear, practical, real-world training for Team Leaders at every stage of experience.
This Quality Coaching for Call Centre Team Leaders is one of four courses cover Call Centre Operations, Quality & Coaching, Leadership & People Management, and Customer Experience — each one standalone, but together forming a complete foundation for confident, capable Team Leader performance.
Call Centre Operations Management for Team Leaders
Understand the processes, metrics and dynamics that drive performance — and how daily TL decisions influence customers, employees and results.
View courseQuality Management & Coaching for Team Leaders
Learn how to define, measure and coach service quality using standards, monitoring and supportive, performance-shifting conversations.
You’re viewing this courseLeadership & People Management for Team Leaders
Move from firefighter to leader — build trust, hold the right conversations, and create team rhythms that drive performance, growth and engagement.
View courseCustomer Experience Management for Team Leaders
Learn how CX works — and how to link journeys, VOC and metrics to day-to-day TL decisions, coaching and communication.
View courseLooking for broader contact centre management coverage?
For managers and senior leaders, we also offer two all-rounder programs: Introduction to Contact Centre Management and Contact Centre Management Fundamentals .
About Your Trainer, Daniel Ord
The Quality Management & Coaching for Team Leaders course is designed and facilitated by Daniel Ord, widely regarded as one of the world’s foremost contact centre trainers. Daniel has spent decades refining practical, high-impact frameworks for defining quality, monitoring interactions and coaching frontline teams in centres of every size and industry.
His Team Leader programs are known for clarity, energy and immediate applicability. TLs leave with a shared language around “what good looks like”, a practical coaching model, and the confidence to talk about quality in a way that actually drives behaviour change.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
What People Say About Training with Daniel Ord
Daniel Ord’s training has been delivered globally for decades across operations, quality, leadership and customer experience. The feedback is consistently strong: clear explanations, practical models and a delivery style that makes complex ideas easy to understand and apply.
Participants across industries talk about leaving Daniel’s programs with sharper tools, a shared language and the confidence to lead performance the right way. Here’s a sample of what people have said about training with Daniel:
Passion oozes and learning is fun
It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!
Great overview of the key metrics and considerations for managing a contact centre.
The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.
A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.
Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.
Engaging and structured!
Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!
Top Tier!
This course was helpful in breaking down how to build a quality contact centre QA framework, and has challenged my thinking of what we had already established. I particularly found the segment around the Service Vision was the most interesting for me.
Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.
Truly Enlightening
Big thanks to Daniel and Marcus for the incredible two days training. I appreciate and acknowledge your effort in providing us with better understanding of how to enhance email, communicate well using structured framework and associate techniques. Thank you.
Thankyou!
Very informative training. I will definitely apply the knowledge gained from the email customer service training in my everyday communications with the customers. Thank you team!
Best Email Training!
This training was great because we were able to lean a lot within two days. While on the first day of the training, I was already able to picking on my errors and make the changes very quickly.
Priceless and engaging
This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.
Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!
Engaging session very relevant to our business
We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.
We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.
Enlighting and helpful
An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!
AMAZING!!!
I would highly recommend this course to any new or experienced Quality Assurance member. I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand new team where we have had to build our roles from the ground up. Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.
Fantastic course!
A really a comprehensive and enjoyable course to attend.
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
The Quality Management & Coaching for Team Leaders training course is delivered live online across two consecutive days (2 × 4.5-hour sessions), facilitated by Daniel Ord. Public sessions run on select dates throughout the year and often book out early.
You can enrol a single Team Leader or book multiple seats for your leadership group. Choose your preferred date in the Upcoming Dates section below and complete your booking.
💳 Credit card and invoice payments are both accepted.
Sessions are kept intentionally small for a high-quality learning experience. Securing your seat early is recommended.
📅 Upcoming Public Courses - Quality Management & Coaching for Team Leaders
Join an upcoming Quality Management & Coaching for Team Leaders session. Choose your date below, go to the course page, and complete your booking in minutes.
This Team Leader course runs on select dates throughout the year, and sessions often book out early. Secure your place in the next available program or lock in a future date now.
Prefer to talk first or want private delivery for your Team Leaders? Call +61 3 9008 7287 or send us a message.
September 2026 Quality Management & Coaching for Team Leaders
Online via Zoom Price: $897.00 AUD ex GSTImprove the quality delivered via your call centre with the Quality Management and Coaching Team Leaders Course, delivered in September 2026, live and online.