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Call Center Team Leader & QA Training : Agent to Supervisor
Rating: 4.4 out of 5(27 ratings)
706 students

Call Center Team Leader & QA Training : Agent to Supervisor

Break free from the agent role and become a high-impact call center leader today !
Created bySATISH KUMAR SAHANI
Last updated 8/2025
English

What you'll learn

  • Transition confidently from a call center agent to a Team Leader or QA specialist
  • Conduct impactful coaching and performance feedback sessions using proven frameworks
  • Monitor team performance using key call center KPIs (AHT, CSAT, FCR, etc.)
  • Analyze QA scorecards and conduct call audits to identify coaching needs
  • Handle internal and external escalations with diplomacy and professionalism
  • Create effective shift plans, manage rosters, and optimize team schedules
  • Design and implement Performance Improvement Plans (PIPs)
  • Understand the career ladder in BPOs and chart your leadership development plan

Course content

7 sections • 7 lectures • 56m total length

  • Introduction1:19

    Advance call center leadership by mastering KPI monitoring, call quality auditing, and QA scorecards. Transition from agent to team leader with coaching frameworks, escalation handling, and practical BPO leadership.

Requirements

  • No leadership experience required – you’ll learn everything you need!
  • Basic understanding of call center operations (inbound or outbound)
  • Fluent in English (written & spoken)
  • Computer or smartphone to access course videos and downloadable resources

Description

Call Center Team Leader & QA Training : Agent to Supervisor


Break free from the agent role and become a high-impact call center leader today !


Are you ready to move from answering calls to leading high-performing teams?

This course is built for ambitious BPO professionals who want to rise above the frontline and step into Team Leader, Supervisor, or QA Analyst roles.

Instead of vague leadership theory, you’ll get practical, scenario-based training that mirrors the real challenges faced in call centers today—metrics, escalations, coaching, roster planning, and more.

You’ll learn how to:

  • Master key call center KPIs (AHT, CSAT, FCR, SLA) and improve them consistently.

  • Apply proven coaching frameworks to motivate and uplift underperforming agents.

  • Audit calls with precision using QA scorecards and call monitoring techniques.

  • Manage rosters, shifts, and escalations like a seasoned supervisor.

  • Build your credibility and career path toward operations management roles.

With 30+ expert-led lessons, real case studies, and ready-to-use templates, you’ll be equipped with the skills to confidently lead teams, handle escalations, and fast-track your career growth.


Don’t wait for your promotion—prepare for it.


What you’ll learn


  • Step-by-step roadmap from agent to supervisor.

  • Leadership skills tailored to the call center environment.

  • How to track and improve AHT, CSAT, SLA, and FCR.

  • Coaching strategies that boost team performance and morale.

  • Tools for call auditing, QA scorecards, and feedback delivery.

  • Effective roster planning and shift management techniques.

  • Escalation handling frameworks that protect CSAT.

  • Career advancement strategies into senior leadership.

Who this course is for:

  • Current call center agents looking to move up into supervisory or QA roles
  • Newly promoted Team Leaders or QA Analysts seeking real-world leadership frameworks
  • BPO professionals between 18–45 in India, Philippines, UAE, South Africa, USA
  • Call center trainers or L&D professionals who want ready-to-use coaching and QA frameworks
  • Anyone feeling stuck in frontline roles with no clear career roadmap

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