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QA Insights for Operations & Strategy | Mentors CX Academy

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Module 10: Quality Assurance: Evolving From Policing to Coaching
4. QA Insights That Influence Operations and Strategy

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4. QA Insights That Influence Operations and Strategy

Your QA data is a window into systemic friction. Giulio reveals how to mine QA "gold" to influence product roadmaps and reduce churn. Package customer verbatims into strategic cases that turn your quality team into a core business intelligence unit that drives company-wide change.

Duration: 8:06

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