Helpdesk Quality Assurance and Compliance Standards
This course equips quality specialists with the foundational tools to audit helpdesk interactions against established service level agreements. It provides a structured approach to identifying service gaps and ensuring consistent adherence to internal operational protocols.
£250
Certified Quality Assurance Professional
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
Helpdesk Quality Assurance and Compliance Standards: the short answers
- What is Helpdesk Quality Assurance and Compliance Standards?
- This course equips quality specialists with the foundational tools to audit helpdesk interactions against established service level agreements. It provides a structured approach to identifying service gaps and ensuring consistent adherence to internal operational protocols.
- Who is Helpdesk Quality Assurance and Compliance Standards for?
- It is pitched at Foundation level for Quality Assurance Specialists working in IT Support & Helpdesk Essentials, and is studied online from any country.
- How long does Helpdesk Quality Assurance and Compliance Standards take?
- Around 12 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified Quality Assurance Professional, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £250 once, with no subscription.
What you will be able to do
- Define metrics for evaluating ticket resolution quality
- Perform systematic audits on closed support requests
- Document non-compliance events in accordance with internal standards
- Analyze trends in quality score deviations
- Draft constructive feedback reports for technical staff
Written by Dr. Helena Vance, Head of Service Excellence. Every submission is assessed automatically against the published criteria for Certified Quality Assurance Professional, and the certificate is issued the moment the assessment is complete.
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