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Check Out the Curriculum

Every lesson is built to be practical, easy to apply, and focused on helping you build a tagging strategy that works in the real worldโ€”no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.

    1. ๐Ÿ“’ 1.1 What a Quality Program Really Is

    2. ๐Ÿ“’ 1.2 Why QA Programs Fail

    3. ๐Ÿ“’ 1.3 Connecting QA to Company Goals

    4. ๐Ÿ“’ 1.4 Audit Your Current QA Reality

    5. ๐Ÿง  1.5 Quality Foundations Audit

    6. โœ”๏ธ 1.6 Knowledge Check

    1. ๐Ÿ“’ 2.1 Defining โ€œGoodโ€ Support Behavior

    2. ๐Ÿ“’ 2.2 Building Your QA Scorecard

    3. ๐Ÿ“’ 2.3 Calibration and Consistency

    4. ๐Ÿ’ผ 2.4 How Airbnb Rebuilt Its Customer Support Quality Program to Drive Business Outcomes

    5. ๐Ÿง  2.5 Behavior Design & Scorecard Alignment

    6. โœ”๏ธ 2.6 Knowledge Check

    1. ๐Ÿ“’ 3.1 Turning Feedback Into Action

    2. ๐Ÿ“’ 3.2 Coaching with Confidence

    3. ๐Ÿ“’ 3.3 Creating a Culture of Growth

    4. ๐Ÿง  3.4 Coaching and Feedback That Drives Change

    5. โœ”๏ธ 3.5 Knowledge Check

    1. ๐Ÿ“’ 4.1 What to Measure (and What to Ignore)

    2. ๐Ÿ“’ 4.2 Reporting QA Outcomes to Stakeholders

    3. ๐Ÿ“’ 4.3 Evolving Your QA Program

    4. ๐Ÿ’ผ 4.4 Chewy's Customer Service Quality Assurance Transformation

    5. ๐Ÿง  4.5 Proving and Evolving Your QA Impact

    6. โœ”๏ธ 4.6 Knowledge Check

    1. ๐Ÿ“’ 5.1 Final Review and Common Pitfalls

    2. ๐Ÿง  5.2 Your QA Launch Plan

    3. ๐Ÿ“’ 5.3 Playbook Download + Action Plan

About this course

  • $149.00
  • 26 lessons
  • 0.5 hours of video content

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