Certified Contact Centre Quality Assurance Analyst (CCCQAA)

Schedule

Mon, 13 Oct, 2025 at 09:00 am to Tue, 14 Oct, 2025 at 05:00 pm

UTC+08:00

Location

Wyndham Grand Bangsar Kuala Lumpur | Kuala Lumpur, KL

Advertisement
Fully HRD Corp Claimable Workshop : Certified Contact Centre Quality Assurance Analyst (CCCQAA)
About this Event

Contact us at [email protected] or WhatsApp us at for brochure & group discount!

*This is fully claimable under HRD Corp / PSMB!

Certificate of completion awarded by Western Kentucky University (USA)


Workshop Description

Quality assurance and monitoring refers to the process of listening to or observing an agent’s interaction points with customers to establish and evaluate the quality of the interaction.

The process of incident management, from detection, recording and closure in Contact Centres is essential in assuring the standards of service experience delivery. This is also the most effective method for tracking and improving processes, identify agent skills, process efficiency and is the Quality Control factor of all interactions and the overall level of service delivery within the operational calling floor.


Agent motivation levels can improve when interactions are monitored accurately, not only can it improve the customer experience, it can also improve overall contact Centre performance, reduce callbacks, focus training efforts, identify process improvement opportunities and facilitate employee development.

Therefore, a Contact Centre’s quality assurance/ monitoring program is an essential element in providing excellent service to customers. Quality interactions help retain your customers and grow the business.


This certification qualifies the QA analyst to maximize the necessary elements in understanding, designing, implementing and managing a quality management program to ensure consistent, high quality sales/service information accuracy, quality management and great customer experience.


Workshop Learning Objectives

  • Ensure Contact Centre Quality Assurance is aligned with business goals of the Contact Centre;
  • Create and enhance awareness of Contact Centre quality assurance and monitoring;
  • Learn key concepts about quality monitoring;
  • Understand how quality monitoring is the key factor in determining the actual customer experience and improving on it;
  • Monitoring and identifying of common customer issues (FAQs)
  • Standardizing multi-channel communications with Customers;
  • Manage individual development effectively.

Who Should Attend?

Entry and Mid-Level Contact Centre Professionals

Advertisement

Where is it happening?

Wyndham Grand Bangsar Kuala Lumpur, 1 Jalan Pantai Baharu, Kuala Lumpur, Malaysia

Event Location & Nearby Stays:

Tickets

MYR 3674.65

ATCEN Communications Sdn Bhd

Host or Publisher ATCEN Communications Sdn Bhd

It's more fun with friends. Share with friends

Discover More Events in Kuala Lumpur

Doll's Meadow 4th
Sun, 12 Oct at 11:00 am Doll's Meadow 4th

Hotel Olympic Malaysia

M.D.S. Weekly Asia English Ranking Tournament v7
Sun, 12 Oct at 02:00 pm M.D.S. Weekly Asia English Ranking Tournament v7

LOT T028,Third Floor,Sungei Wang Plaza, 58200 Kuala Lumpur, Malaysia

SPORTS TOURNAMENTS
Advancing Earthquake Readiness in Malaysia
Mon, 13 Oct at 09:30 am Advancing Earthquake Readiness in Malaysia

Wisma E&C

WORKSHOPS
MPC Forum Oct 2025: Decarbonizing Business
Mon, 13 Oct at 01:30 pm MPC Forum Oct 2025: Decarbonizing Business

UOB Plaza 1 Kuala Lumpur

BUSINESS
4th Solar Energy Storage Future Malaysia
Tue, 14 Oct at 09:00 am 4th Solar Energy Storage Future Malaysia

Renaissance Kuala Lumpur Hotel

NIGHT-MARKETS
The ASEAN Conference on Combatting Plastic Pollution
Tue, 14 Oct at 09:00 am The ASEAN Conference on Combatting Plastic Pollution

Mandarin Oriental, Kuala Lumpur

BUSINESS
MALAYSIA INTERNATIONAL WATER CONVENTION 2025
Tue, 14 Oct at 09:30 am MALAYSIA INTERNATIONAL WATER CONVENTION 2025

World Trade Centre Kuala Lumpur

WORKSHOPS BUSINESS
Certified Crypto Associate | Kuala Lumpur
Tue, 24 May at 01:00 pm Certified Crypto Associate | Kuala Lumpur

Kuala Lumpur

BUSINESS WORKSHOPS
Unravelling NFTs | Kuala Lumpur
Tue, 07 Jun at 01:00 pm Unravelling NFTs | Kuala Lumpur

Kuala Lumpur

WORKSHOPS BUSINESS
Metaverse & Virtual Real Estate Masterclass | Kuala Lumpur
Tue, 21 Mar at 01:00 pm Metaverse & Virtual Real Estate Masterclass | Kuala Lumpur

Kuala Lumpur

WORKSHOPS VIRTUAL
Get to know about your Immune System
Tue, 14 Nov at 02:00 pm Get to know about your Immune System

Ground Floor,

HEALTH-WELLNESS
Public Workshop: IFRS Sustainability Disclosure Standards
Fri, 14 Mar at 09:00 am Public Workshop: IFRS Sustainability Disclosure Standards

Bernard Business Consulting Sdn. Bhd.

WORKSHOPS
Negotiation Skills for Professionals Workshop in Kuala Lumpur
Mon, 14 Jul at 09:00 am Negotiation Skills for Professionals Workshop in Kuala Lumpur

For venue details, reach us at [email protected]

WORKSHOPS HEALTH-WELLNESS
Negotiation Skills for Professionals Workshop in Kuala Lumpur
Tue, 15 Jul at 09:00 am Negotiation Skills for Professionals Workshop in Kuala Lumpur

For venue details, reach us at [email protected]

WORKSHOPS HEALTH-WELLNESS
Essentials of Successful Event Planning Workshop in Kuala Lumpur
Tue, 15 Jul at 09:00 am Essentials of Successful Event Planning Workshop in Kuala Lumpur

For venue details, reach us at [email protected]

WORKSHOPS ENTERTAINMENT
Train-the-Trainer Workshop in Kuala Lumpur
Mon, 21 Jul at 09:00 am Train-the-Trainer Workshop in Kuala Lumpur

For venue details, reach us at [email protected]

WORKSHOPS
Effective Conflict Management Techniques for Professionals \u2013 Kuala Lumpur
Mon, 21 Jul at 09:00 am Effective Conflict Management Techniques for Professionals – Kuala Lumpur

For venue details, reach us at [email protected]

WORKSHOPS ART
Deepavali Special Promotion \u2013 15% OFF on October Training Programs | OTC Training Centre
Fri, 26 Sep at 09:00 am Deepavali Special Promotion – 15% OFF on October Training Programs | OTC Training Centre

OTC Training Centre Sdn Bhd

WORKSHOPS
ELECTRICAL FOR NON ELECTRICAL PERSONAL
Mon, 29 Sep at 09:00 am ELECTRICAL FOR NON ELECTRICAL PERSONAL

Wyndham Grand Bangsar KL

What's Happening Next in Kuala Lumpur?

Discover Kuala Lumpur Events