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The Problem With Traditional QA | Mentors CX Academy | MentorsCX Academy

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Module 10: Quality Assurance: Evolving From Policing to Coaching
1. The Problem With Traditional QA

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2. Designing a QA Program That Drives Behavior Change

1. The Problem With Traditional QAPREVIEW

Checkbox QA is stifling your team's potential. Giulio Castiglioni explains why "policing" breeds disengagement and how to shift to human-centered quality. Transition from binary adherence to measuring what truly matters: meaningful customer connection and long-term agent growth.

Duration: 7:02

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

1. The Problem With Traditional QA

2. Designing a QA Program That Drives Behavior Change

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3. Creating a Culture of Feedback and Coaching

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4. QA Insights That Influence Operations and Strategy

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