Manual Quality Assurance in Continuing Professional Education: An Analysis

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Continuing education -- Great Britain -- Evaluation. Quality assurance -- Great Britain. Great Britain. Professional education Quality control Great Britain Summary Based on research conducted in and around UK Universities, this book provides an examination of what quality assurance means for continuing professional education whilst exploring the range of existing practice within it.

Contents Pt.

Job Roles For QUALITY ASSURANCE – Engineer,Testing,Standards,Private Organizations,Skills

Quality and quality assurance. Theory and Practice Beyond Education. Quality and Post-Compulsory Education Pt. Quality assurance in continuing professional education.

About Continuing Professional Education Services

Notes Includes bibliographical references p. Other Form Print version Tovey, Philip, Quality assurance in continuing professional education. View online Borrow Buy Freely available Show 0 more links Set up My libraries How do I set up "My libraries"? Edith Cowan University Library. Open to the public. Eddie Koiki Mabo Library. La Trobe University Library. Borchardt Library, Melbourne Bundoora Campus. Open to the public ; Macquarie University Library. Open to the public ; LC Monash University Library. May not be open to the public Held. Not for ILL. Book English The University of Melbourne.

The University of Melbourne Library. University of Queensland Library. Dixson Library. Hawkesbury Campus Library. Book English University of New England. T68 Book English Show 0 more libraries Open to the public Book English Show 0 more libraries None of your libraries hold this item. Found at these bookshops Searching - please wait We were unable to find this edition in any bookshop we are able to search. Certification 1 unit 1 h 15 min.

The Quality Assurance course is designed by call center experts to provide a practical and engaging learning experience.

Start today. Zur deutschen Version Continue in English. Certification 6 units 7 hours. Bulk Pricing. Pricing Options. Who should take this? Anyone who has a stake in the quality monitoring process Call center managers, team leaders, quality assurance specialists, analysts.

Format Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.


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A certificate is provided if the mastery exam is passed successfully. Time to complete 6 months from starting the first module Course contains 7 hours of content The course will remain available for the entire 6 months, even after completion.

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The following units are included 1. Building a Quality Monitoring Form 2. Calibration for Consistency 3. Basics of Coaching 4.


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    Quality assurance research | International Baccalaureate® - International Baccalaureate®

    Interaction Analytics Certification. After taking this unit, you will be able to: Create and fine-tune your quality-monitoring form. Build a logical, easy to follow quality standards definition document. Determine scoring ratios for each part of the form.

    Professional development

    Examine the pros and cons of applying penalties to key sections. Run a pilot program to ensure the form is ready to use in the contact center. Included modules and learning aims: Introduction 05 min Describe why a good quality-monitoring form is important Outline the overall course content Who Needs What? After taking this , you will be able to: Run a productive calibration meeting.

    Explain to others why calibration is key to the success of the contact center. Determine how often to calibrate. Measure the effectiveness of the calibration process. Identify ground rules for promoting effective communication. Provide constructive feedback in a group setting. After taking this unit, you will be able to: Assessing call center performance. Apply the conversational questioning technique. Apply proven listening techniques. Apply coaching techniques to either celebrate, clarify or correct agent behavior.

    After taking this unit, you will be able to: Set up a successful VOC program. Build an effective VOC survey.

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    Distribute and analyze a VOC survey. Apply the ten-step process to assess your current communication strategy. Capture compliments, competitor information, advertising feedback, and customer desires to enhance your VOC program. After taking this unit, you will be able to: Avoid the most common mistakes in implementing a quality monitoring program. List the four goals of an effective monitoring program.


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