COPC® Best Practices for

Quality Management

World-Class Quality Management

Benefits of Best Practices for
A high-performance quality function is the heartbeat of an Quality Management Training:
operation. It provides business intelligence, customer insights
and process-level feedback. • Learn to develop a statistically
reliable sampling approach
COPC® Best Practices for Quality Management will teach you the
techniques used by industry leaders to ensure the quality function • Drive calibration across your team
drives imeprovement in the customer experience and provides value to and customer
the entire organization. This course is designed to provide you with
• Measure what really matters to
practical skills and knowledge that can be used to benchmark your
your customers and other
business against world-class standards, while helping you design a stakeholders
quality framework from the ground up.
• Understand how to drive genuine
What you will learn: improvement across your operation
• How to design quality forms to maximize value
• Pitfalls to avoid in attribute design
• How to use statistics to determine optimal sample size “Clear, easy to follow,
• Sampling approaches used by industry leaders supporting documents
• The 5 steps to ensure quality analysis (QA) calibration
to take away. Will help
• Type and frequency of quality analysis to drive performance
• Key critical error types to be measured and managed when back in office.”
• How to drive improvement at the program and individual levels
• How to quantify the value of the quality function — Attendee feedback

Learn more at copc.com

2-2021-01 © 1996-2021. COPC Inc. All rights reserved.
 COPC® Best Practices for Quality Management

Attendee Feedback: Ideal for quality management and CX

staff, including:

4.6 out of 5 • CX Managers

• Contact Center Managers
100% Top Two Box • Operations Managers
“Insights into effective calibration and analyzing • Team Leaders
• Quality Managers
our data is incredible.“
• Training Managers
Australian-based Insurance Organization • Quality Assessors

“Great insight into industry standards and guide on

how to manage QA, calibration and coaching.“
Regional Financial Services Organization

“Facilitator was very knowledgeable, spoke well

and professionally. Interesting insights with
best practice in quality framework and why.
Can be applied to operations effectively.”
Global Not-For-Profit (NGO)

“Great pace, great to have such a knowledgeable

presenter with so much experience in QA Logistics
from all industries.”
Global Health Insurance Organization • Live Virtual: 2x half days
• In Person: 1x full day
“The content is well suited and adaptable to the
multitude of audiences and showed how
Quality Management should be applied.” Required: Microphone and webcam

Federal Government Department

About COPC Inc.

COPC Inc. provides consulting, training, certification, benchmarking and research for
operations that support the customer experience. The company created the COPC Learn more at copc.com
Standards, a collection of performance management systems for customer experience
operations, customer experience management, vendor management and procurement.
Founded in 1996, COPC Inc. began by helping call centers improve their performance.
Today, the company is an innovative global leader that empowers organizations to
optimize operations for the delivery of a superior service journey. COPC Inc. is
headquartered in Winter Park, FL, U.S. and with operations in Europe, Middle East,
Africa, Asia Pacific, Latin America, India and Japan. www.copc.com.

2-2021-01 © 1996-2021. COPC Inc. All rights reserved.