Live online · 2 × 4.5 hours · with Daniel Ord
Quality Frameworks for Contact Centres
There’s no off-the-shelf QA system or universal scorecard. Every effective QA program is built on a framework that reflects your service vision, customers and obligations.
This course shows you how to design, implement and improve that framework, so QA drives performance, not just compliance scores.
- Led by global expert Daniel Ord
- 50-page QA workbook included
- Vendor-neutral
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for you
What you’ll be able to do
Without a clear quality framework, QA becomes a tick-box exercise: different standards, inconsistent monitoring and coaching that feels arbitrary.
You’ll leave with a framework you can explain, defend and implement across teams, sites and outsourcers.
- One framework everyone trusts
- Consistent, calibrated scoring
- QA that drives coaching and CX
Start with a service vision
Translate your vision into practical standards and scorecards.
Design better forms
Monitoring forms and checklists that calibrate easily.
Sample the right way
Monitoring methods and sampling that support fair assessment.
Calibrate with confidence
Calibration sessions that lift consistency everywhere.
Report with impact
Use QA results to tell a clear performance story.
Plan the evolution
A roadmap to improve QA over time, not redesign it yearly.
The course
Four modules, the full QA lifecycle
Quality Frameworks for Contact Centres runs over two live 4.5-hour workshops: nine hours focused entirely on designing, implementing and improving your QA program.
You’ll see proven components used by high-performing centres globally, and how to adapt them to your organisation, channels and customers.
- 2 × 4.5 hoursTwo live workshops, 9 hours
- Live onlineVia Zoom, join from anywhere
- 50-page workbookStandards, forms and calibration tools
- Vendor-neutralWorks with any QA tool or platform
What’s covered: four modules
Each module builds on the last, so you finish with one coherent framework, not a collection of tools.
Decide what kind of service you’ll deliver
Quality starts with a clear view of the service you intend to deliver.
- Mission, vision and values
- Creating a Service Vision
- Activity versus outcome-based standards
Standards and forms
Standards and assessment forms are the backbone of your QA program.
- Compliance versus calibre measures
- Clear, usable performance standards
- Forms that calibrate easily
Monitoring and calibration
Monitoring provides the data; calibration makes it fair and credible.
- The five classic monitoring methods
- A sampling approach that fits your goals
- The four levels of calibration
Coaching, reporting and governance
Turn QA into better conversations, decisions and service.
- QA versus Team Leader roles
- Trend reporting for leaders
- Turning results into action plans
Choose how to take part
Run it privately for your QA and leadership team, or ask about the next public date.
Private team course
Your team only, live online
- Tailored to your QA context and frameworks
- Align QA, Team Leaders and outsourcers
- Live online, on dates that suit you
- Minimum 5 participants
Public course
Join a scheduled live online class
- 2 × 4.5-hour live online workshops
- Learn with QA leaders from other organisations
- Book one ticket or several
- Save 15% when you book 2 or more
Coaching Team Leaders rather than running QA? See Quality Management & Coaching for Team Leaders
Daniel Ord
Global contact centre and CX trainer
- 50,000+participants trained worldwide
- 40+countries
- 4.9/5average course rating
Meet your trainer
Learn from one of the world’s most respected contact centre trainers
Daniel Ord is one of the world’s most respected trainers in customer experience and contact centres, with 30+ years in CX and contact centre leadership.
His programs blend practical management know-how with clear, human delivery that teams actually use the next day. He has delivered workshops in more than 40 countries.
- Certified Customer Experience Professional (CCXP)
- ICMI Certified
- Net Promoter Certified practitioner
- Judge of major CX and contact centre awards around the globe
- A familiar face on conference stages and podcasts
- Born in the US, two decades in Singapore, now based in Germany
Daniel was clearly a seasoned expert in the material he shared. Kind teacher and very factual.
I have done similar courses in the past but Daniel was by far the best facilitator – He was engaging and very knowledgeable and very helpful.
Daniel Ord was a very engaging presenter. He was inclusive and presented in a way that made learning enjoyable but memorable.
Getting sign-off?
Everything your manager needs, in one PDF
Download a four-page fact sheet with the outcomes, modules, format, price and options, ready to forward or attach to an approval.
Quality Frameworks for Contact Centres fact sheet
2 × 4.5 hours live online with Daniel Ord, $1,397 per person. Public or private.
Download the PDFPrefer to talk it through?
Not sure it suits your team? Get in touch and we’ll help you choose.
Talk to usWho it’s for
Who is Quality Frameworks for Contact Centres for?
People who own the QA program: how quality is defined, measured and reported. Existing QA programs and fresh starts both work.
Quality Assurance managers
Designing or fixing the QA framework.
Contact centre managers
Accountable for quality across the centre.
CX specialists
Aligning QA with customer experience.
Knowledge management specialists
Keeping standards and content consistent.
Operations and performance managers
Turning QA results into decisions.
Outsourcer and vendor managers
Calibrating quality across partners.
Looking for other manager training? Browse all manager courses
Backed by ACXPA
Want to learn from the people who set the benchmarks?
CX Skills is the official training partner of ACXPA, the organisation that defines the Global Contact Centre CX Standards and publishes the Australian Call Centre Rankings. Your managers learn to run their centre against the same benchmarks call centres are measured on.
- Many CX Skills courses are ACXPA certified
- Management frameworks grounded in the benchmarks used to rank call centres
- Delivered by practitioners who’ve run both small centres and large-scale operations
ACXPA membership
Want to save $349.25 on this course?ACXPA members pay $1,047.75, not $1,397, plus a year of benchmarks, tools and live expert support
Whether or not your managers book a course, ACXPA membership gives each of them their own login to a practitioner-built, vendor-neutral platform of tools, benchmarks, templates and training, plus live access to experienced practitioners every fortnight, so they’re never making the big calls on their own.
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
Live expert access, every fortnight
Our Open Mic is a relaxed, off-the-record Zoom every second Tuesday with ACXPA’s founder and CEO.
No agenda, no slides: bring a question, share what you’re working through, or just listen.
Call Centre and CX Roundtables
Monthly live panels with contact centre and CX leaders on the problems customer-facing teams face every day.
Every session is kept in a searchable library, with an AI assistant that answers your questions.
Eight specialist hubs
Customer service, CX, complaints handling, coaching, training and onboarding, call centres, WFM and benchmarking.
Each hub has its own tools, templates and training, ready when you need them.
Plus member tools built for the work managers actually do
WFM Hub
Nine planning tools, including Erlang staffing and service level simulators, an Interval Planner and a Shrinkage Calculator.
Call centre rankings reports
Monthly, quarterly and sector reports from the Australian Call Centre Rankings, tracking 48+ metrics.
Diagnostics
A Contact Centre Maturity Tool across seven weighted domains, a 17-dimension Customer Service Health Check and a 42-question CX Maturity Audit.
QA tools
QA Sample Size and Advanced QA calculators, plus the QA Sampling Benchmark to compare your sampling by sector and size.
Agent Performance Matrix
Plots every agent on quality versus productivity, so you can see where each team’s coaching effort should go.
Call Centre Hub
The operational toolkit for running a modern contact centre, including a business continuity plan template and manager and Team Leader job descriptions.
An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.
Every member gets 25% off CX Skills live public courses: one person on this $1,397 course saves $349, more than the cost of an Individual Membership.
Why learn with Daniel
Why teams choose Daniel Ord
Daniel has spent decades helping organisations around the world lift service, and his courses are some of our most highly rated.
Every session is live and interactive, with real examples, practice and plenty of room for questions.
A global perspective
50,000+ people trained across 40+ countries, so your team learns what works worldwide.
A proven format
A course refined over many years and delivered the same way every time, so the results are consistent.
Practice, not theory
Real examples, exercises and discussion, so skills are ready to use on the very next customer.
Your challenges, discussed
There’s always time to talk through the situations your team faces every day.
Engaging online
Two half-day sessions that keep people involved and fit around rosters and service levels.
Recognised credentials
CCXP, ICMI Certified Associate and Net Promoter Certified, and a regular keynote speaker worldwide.
Reviews
What participants say
Verified reviews from people who’ve completed the QA framework course with Daniel.
374 verified reviews across all CX Skills courses
Read every reviewQA framework course · 15 reviews
On Google · 39 reviews
Independently verified
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.
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.
Great Course with a Great Trainer
Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.
Informative, insightful, helpful!
Daniel Ord was a very engaging presenter. He was inclusive and presented in a way that made learning enjoyable but memorable.
Do the Quality Assurance for Contact Centres course to reinvigorate your QA program!
I highly recommend the ‘Quality Assurance for Contact Centres’ course with Daniel Ord, as it is extremely beneficial, informative and educational for anyone involved in monitoring or coaching. Daniel offers up-to-date ‘best practice’ methods to efficiently run a QA program, as well as providing you with the tools to analyse and examine your existing QA program.
I entered this course with an open mind and left this course with pages of new ideas and concepts to improve our existing QA program. The pace of this course worked well as it wasn’t rushed and gave us valuable time to share our thoughts, ideas and compare our current processes with other participants.
I’m looking forward to attending another course with Daniel as his energy and enthusiasm with this subject made this a really enjoyable course.
Fantastic!
I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.
If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.
Good course
Great holistic view of the CX process!
Informative
Great course for Beginners, amazing deep dives. Very theoretical, could have been more activity-based.
VERY Helpful
Daniel was clearly a seasoned expert in the material he shared. Kind teacher and very factual. It was refreshing to learn with him as the instructor. He has great templates and has a wealth of experience.
If you are reading this, I sincerely recommend the course. The learnings you gain given the time spent makes this course a great deal.
Loved it!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus. The “How to Design a Quality Assurance Program for Contact Centres” was extremely fitting for our organisation as we transition to a new telephony system.
The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.
As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.
I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Eye Opening!
I came into the workshop with a pre-conceived idea of what a QM framework was and how to design one. The workshop really opened my eyes into what a QM is and how coaching and training really works in our environment.
The workshop was run really well and enough time was spent on all subjects and no problems with going back over the same info. Being a remote environment throughs up challenges but they were overcome by great staff and involvement from all participants.
Great facilitator
I thoroughly enjoyed the session and loved learning from others on the course. I have done similar courses in the past but Daniel was by far the best facilitator – He was engaging and very knowledgeable and very helpful. Thank you again
Great value
I thought the course was excellent value and the content extremely useful. A great course and I particularly appreciate the effort gone into providing this 100% virtually. Daniel, Justin, and Marcus were a great support.
Game Changer!
Game-changing training and insight. Highly recommend this CX Skills training program with Daniel Ord.
Highly recommend
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend it!
FAQs
Quality Frameworks for Contact Centres FAQs
Delivery, pricing, content and who the course suits.
Who should attend?
Do we need an existing QA program?
What if we already have standards and scorecards?
Is it relevant to our channels and platform?
How technical is it?
Are there public dates?
How much does it cost?
What’s included?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to build a QA framework people trust?
Talk to us about a private course for your QA and leadership team, or the next public date.