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Coaching & QA as Strategic Growth Tools | Mentors CX Academy

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Module 9: Building High-Performing CX Teams
2. Coaching & QA as Strategic Growth Tools

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3. Team Structure & Roles That Scale

2. Coaching & QA as Strategic Growth Tools

Traditional QA fails when it's a punitive check. Bill reframes QA as a collaborative growth lever. Design scorecards aligned with human values and use frequent, action-oriented coaching to triple team engagement and radically improve CSAT. Only 29% of agents see current QA as helpful.

Duration: 5:54

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Bill Barcelona

Module 9: Building High-Performing CX Teams

Learn how to build a scalable, high-performance CX organization by empowering agents, transforming QA into a growth engine.

5 lessons • 32 min

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

1. Culture First, Metrics Second: The Foundation of a CX Team

2. Coaching & QA as Strategic Growth Tools

3. Team Structure & Roles That Scale

4. Career Paths & Retention in CX

5. Workforce Management & Forecasting for CX Teams