Quality Frameworks for Contact Centres
The definitive program for building a best-practice Quality Assurance framework. Designed and delivered by Daniel Ord.
There is no off-the-shelf QA system, no magic software, and no universal scorecard that works everywhere. Every effective QA program is built on a framework that reflects your service vision, customer expectations, compliance obligations and operational reality.
Quality Frameworks for Contact Centres shows you exactly how to design, implement and continuously improve a QA program that drives real performance, not just compliance scores.
- 2 × 4.5-hour live online workshops
- 30+ years of global QA framework experience
- Vendor-neutral, framework-driven
- Design a QA framework that fits your operation
- Align quality, compliance and coaching
- Build monitoring and calibration systems teams trust
Why Quality Frameworks Matter in Contact Centres
Most centres have no shortage of metrics. You can measure calls, handle time, adherence, abandonment and every other number under the sun. But when it comes to quality, things get murky quickly.
Without a clear Quality Framework, QA becomes a tick-box exercise — different people using different standards, inconsistent monitoring, and coaching that feels arbitrary to agents and leaders alike.
Quality Frameworks for Contact Centres fixes that. It gives you a structured, best-practice approach to defining standards, designing scorecards and forms, setting up monitoring and calibration, and using QA results to actually improve the customer experience.
This is the program for leaders who want QA to drive performance, not just produce reports.
Who This Course Is Designed For
The Quality Frameworks for Contact Centres course is designed for people who own the Quality Assurance program – the design, governance and performance of how quality is defined, measured and reported in your contact centre.
It’s ideal if you’re ready to move from ad-hoc, checklist-driven QA to a structured, credible framework that aligns quality, compliance, coaching and customer experience across teams and sites.
Most participants already have some form of QA in place, but know it isn’t telling the whole story – scores don’t always match customer outcomes, calibration is patchy, and reporting is hard to defend with executives. This program is built to fix that, giving you a framework you can explain and stand behind.
This is not frontline coaching training. If your primary responsibility is day-to-day agent coaching as a Team Leader, the Quality Management & Coaching for Team Leaders course is the better fit for your role.
Typical roles suited to this course include:
- Contact Centre Managers
- Quality Assurance Managers
- Customer Experience Specialists
- Knowledge Management Specialists
- Operations and Performance Managers
Two Powerful Online Workshops
The Quality Frameworks for Contact Centres course is delivered live online over 2 × 4.5-hour workshops — 9 hours of facilitated learning focused entirely on designing, implementing and improving your Quality Assurance program.
Sessions are interactive and practical. You’ll work through frameworks, examples and exercises that translate directly into your own QA standards, scorecards, monitoring forms and calibration practices.
- ✔️ Live, facilitator-led training & discussion
- ✔️ Real-world QA examples and case studies
- ✔️ Time to apply concepts to your own environment
By the end of the program, you’ll have a clear roadmap for building or refining a QA framework that people trust and use.
Delivered live over 2 × 4.5-hour workshops
Course Modules
Four interconnected modules that walk you through the full lifecycle of a best-practice Quality Assurance framework.
Across two intensive workshops you’ll define what “good” looks like in your contact centre, translate that into clear standards and forms, and then design monitoring, calibration and coaching practices that people trust.
You’ll see proven QA components used in high-performing contact centres globally and learn how to adapt them to your own organisation, channels and customers.
Each module builds on the last, so you finish with one coherent framework rather than a collection of disconnected tools and scorecards.
Module 1: Decide what kind of service you plan to deliver
There isn’t one standard style or flavour of customer service. Quality has to start with a clear view of the service you intend to deliver.
- Using your Organisation’s Mission, Vision and Values to guide quality decisions
- Creating a Service Vision that aligns leaders, QA and the frontline
- Understanding the three sources of input for choosing Quality Standards
- Mapping customer expectations for different interaction types
- Activity-based vs Outcome-based standards — why the distinction matters
- The role of journeys and touchpoints in defining performance
- How to use the Customer Experience Pyramid
Module 2: Standards & Forms — building the foundation
Standards and assessment forms are the backbone of your QA program. Get them wrong and everything else wobbles.
- Compliance-based measures vs calibre-based measures and when to use each
- Designing clear, usable Performance Standards that drive the right behaviours
- Creating monitoring forms and checklists that calibrate easily
- Ensuring alignment between QA standards, CX expectations and compliance
- Reviewing and evaluating sample monitoring forms
Module 3: Monitoring & Calibration practices that work
Monitoring provides the data. Calibration ensures fairness, consistency and credibility.
- Defining the objectives and scope of monitoring
- The five classic methods of monitoring and how to craft the right mix
- Designing a sampling approach that supports your goals
- What calibration really is and why it matters
- Running effective calibration sessions people trust
- The four levels of calibration and how to move up the maturity curve
Module 4: Coaching, reporting & QA governance
A great framework only delivers value when it turns into better conversations, better decisions and better service.
- Transaction coaching vs broader development coaching
- Role clarity: QA vs Team Leader — who does what?
- Using trend reporting to tell a clear story to leaders
- Turning QA results into focused action plans
- Supporting self-coaching and ownership of performance
Included with your enrolment
Includes a comprehensive 50-page QA workbook packed with frameworks, monitoring forms, calibration tools, checklists and definitions to fast-track your Quality Assurance Program.
What You’ll Be Able To Do After This Course
Quality Frameworks for Contact Centres is built for leaders who need QA to drive results, not just produce scores. The outcomes translate directly into stronger conversations, clearer standards and better decisions.
You’ll walk away with a framework you can explain, defend and implement across teams, sites and partners.
Looking for a different format or focus?
Quality Frameworks for Contact Centres is delivered as a focused 2 × 4.5-hour specialist program. If your needs are broader, shorter, or more role-specific, these options may be a better fit:
- Introduction to Contact Centre Management — a compact management foundations program delivered over 2 × 3-hour sessions.
- Bespoke Contact Centre Manager Courses — a range of targeted short courses focused on specific call centre operational and leadership challenges.
If you’re unsure which format best suits your role, objectives or timeframe, we’ll help you choose the right option.
About Your Trainer
QA Frameworks for Contact Centres 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 management frameworks used by centres of every size and industry.
His programs are known for clarity, energy and immediate applicability. Managers leave with a shared language, a proven operating model, and the confidence to lead performance the right way.
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 Managers Say About the QA Frameworks for Contact Centres Course
This course has been delivered and refined over decades, and the feedback speaks for itself. Managers consistently highlight the clarity of Daniel Ord’s facilitation, the practicality of the frameworks, and the immediate improvements they can make back in their centres.
Whether leading a 10-seat team or a multi-site national operation, participants leave with renewed confidence, sharper tools and a fresh perspective on how to run a high-performing contact centre. Here’s what recent attendees have shared:
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.
Response from CX Skills
Thanks Jamie for taking the time to write a lovely review – really glad to hear that you enjoyed the training and got a lot out of it – exactly what we love to hear!
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.
Response from CX Skills
Thanks Shayanna, he’s definately one of the top trainers in the world for both expertise and engagement – glad to hear you enjoyed the course!
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!
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 Frameworks for Contact Centres course is delivered live online in two intensive workshops, led by Daniel Ord. It focuses specifically on the design and governance of your Quality Assurance framework.
Book a single seat or enrol multiple QA, CX and operational leaders. Choose your preferred date in the Upcoming Dates section and complete your booking.
💳 Credit card and invoice payments are both accepted.
Seats are limited. Places often fill from existing CX Skills and ACXPA networks, so early booking is recommended.
📅 Upcoming Public QA Frameworks for Contact Centres Courses
Join an upcoming QA Frameworks for Contact Centres session. Choose your date, go to the course page, and complete your booking in minutes.
This course runs only a couple of times a year, and sessions are often scheduled several months ahead. Secure a seat in the next session or lock in a future date now.
Prefer to talk first or want a private delivery for your QA/leadership team? Call +61 3 9008 7287 or send us a message.
May 2026 QA Frameworks for Contact Centres
Online via Zoom Price: $1,397.00 AUD ex GSTLearn how to design, build, implement and optimise a Quality Framework for Contact Centres May 2026 course to improve efficiency, compliance and the quality of customer conversations.
Frequently Asked Questions (FAQs)
The Quality Frameworks for Contact Centres course is designed for people who are accountable for the design, governance and performance of Quality Assurance in a contact centre. Typical attendees include Contact Centre Managers, Quality Assurance Managers, Customer Experience Specialists, Knowledge Management specialists and Operations/Performance Managers.
If you are primarily responsible for day-to-day coaching as a Team Leader, the Quality Management & Coaching for Team Leaders course is usually a better fit.
Public courses are delivered live online over two 4.5-hour workshops (9 hours in total). The format is designed so leaders can concentrate fully on the material without being away from the operation for an entire day or week.
Private deliveries can also be arranged exclusively for your organisation (online), tailored to your QA context and existing frameworks.
The course is built around a structured Quality Assurance framework for contact centres. Core topics include:
- Defining a Service Vision and what “good” looks and sounds like
- Designing clear, outcome-focused Quality Standards
- Building effective scorecards and monitoring forms
- Monitoring methods and sampling approaches
- Calibration models that drive consistency and trust
- Using QA results to drive coaching, reporting and continuous improvement
It is a practical, framework-based course, not a generic coaching or “soft skills” program.
No. The course works equally well if you are starting from scratch or if you already have a QA program that you want to review, fix or modernise.
Many organisations attend specifically because their current checklist or scorecard isn’t driving outcomes, or because they have inherited inconsistent practices across teams, sites or outsourcers.
That’s common. The course helps you validate and strengthen what you have by testing it against proven, globally used frameworks and by identifying gaps or unintended consequences.
Many participants leave with a clear roadmap for refining their standards, simplifying scorecards, and aligning QA with customer experience and compliance objectives.
The course is not mathematically heavy. It focuses on the design and governance of QA frameworks: standards, forms, monitoring logic, calibration and reporting.
You will work with examples of sampling, scoring and reporting, but the emphasis is on practical decision-making and communication, not complex statistics.
Yes. The frameworks taught are channel- and industry-agnostic and work across phone, email, chat and digital channels, and across sectors including financial services, telco, utilities, government, retail, health, education and more.
The course is also platform-neutral, so it applies regardless of the contact centre technology or QA tool you use.
Every participant receives a comprehensive workbook of nearly 50 pages, including sample standards, monitoring forms, design checklists, calibration tools, definitions and examples. These are designed to help you build or refine your own Quality Assurance program after the course.
You can register as an individual or enrol multiple participants in the same intake. Multi-seat discounts apply when booking two or more places together, and private deliveries are available for organisations wanting to train a wider leadership or QA team.
Public courses: View the upcoming dates section on this page and follow the booking link for your preferred intake.
Private courses: Contact us via the CX Skills contact page to discuss your objectives, preferred dates and group size.
We accept credit card and invoice payments. Multi-seat discounts apply, and ACXPA members save 25% on CX Skills courses.