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Creating a Culture of Feedback | Mentors CX Academy

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Module 10: Quality Assurance: Evolving From Policing to Coaching
3. Creating a Culture of Feedback and Coaching

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4. QA Insights That Influence Operations and Strategy

3. Creating a Culture of Feedback and Coaching

Scores are worthless without follow-up conversations. Giulio shows how to make continuous feedback the "heartbeat" of your DNA. Learn how peer reviews and self-coaching can boost improvement by 32%, empowering agents to take full ownership of their professional development goals.

Duration: 8:09

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Giulio Castiglioni

Module 10: Quality Assurance: Evolving From Policing to Coaching

Learn how to transform QA from a compliance exercise into a strategic growth engine by building behavioral scorecards.

4 lessons • 30 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. The Problem With Traditional QA

2. Designing a QA Program That Drives Behavior Change

3. Creating a Culture of Feedback and Coaching

4. QA Insights That Influence Operations and Strategy