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Designing a QA Program | Mentors CX Academy

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Module 10: Quality Assurance: Evolving From Policing to Coaching
2. Designing a QA Program That Drives Behavior Change

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3. Creating a Culture of Feedback and Coaching

2. Designing a QA Program That Drives Behavior Change

Noise is feedback that doesn't change behavior. Giulio breaks down the modern QA scorecard, focusing on empathy, clarity, and ownership. Implement "behavioral anchoring" and calibration rituals to ensure your quality standards are consistent, fair, and aligned with your brand voice.

Duration: 7:16

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