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HDI - ITSM Consulting Company
 

Mastering QA for IT Support & Service Teams (MQA)

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Training

Transform QA into a performance engine that drives customer trust, efficiency, and measurable business outcomes.

Most IT support teams struggle with QA programs that fail to align with customer experience, operational goals, and analyst performance. Inconsistent scoring, subjective feedback, and disconnected metrics create friction between QA, leadership, and frontline teams. The result? Missed opportunities to improve service quality and customer satisfaction.

This course bridges the gap by reframing QA as a strategic tool for driving outcomes—not just compliance. Through hands-on training, participants learn to design impactful quality forms, conduct calibration sessions, and deliver actionable coaching that shapes analyst behavior and enhances customer trust. With HDI-aligned practices and a reusable QA toolkit, this course empowers teams to turn quality assurance into a business performance accelerator.

What You Will Learn

  • Design quality evaluation forms that align with business objectives and drive high performance.
  • Calibrate scoring processes to ensure consistency and reduce debates across evaluators.
  • Deliver actionable coaching that transforms QA data into measurable analyst growth.
  • Implement strategies to reduce scoring drift and improve customer satisfaction metrics.
  • Apply weighted metrics to prioritize behaviors that matter most to business outcomes.

Who Should Attend?

Ideal for:

  • Beginner to intermediate IT service desk leaders.
  • Managers
  • Quality assurance teams
  • Training professionals
  • Operations leaders modernizing legacy QA models.

Perfect for those seeing to align QA with customer experience and operational efficiency.

Course Outline

Unit 1: Create a Great Form

  • Why is Quality Important Within the Support Center
  • Create a Quality Evaluation Form Process
  • Rating, Scoring, Weighting, and Normalizing
  • Master Scorecard
  • Communicate and Educate

Unit 2: Evaluate, Calibrate, and Implement

  • Measure Impact and Ensure Alignment
  • Calibration

Course FAQ's

Virtual Classroom

Calendar Price: $999

These scheduled workshops provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software, students interact with the instructor without ever leaving their desk.

  • Minimizes the impact on your schedule with a one-day training class.
  • Learn only what you need to with targeted, topic-specific workshops.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

Private Group Training

Request Info

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

This course is delivered exclusively by our expert instructors to ensure the highest quality learning experience and is not available through the HDI Certified Instructor Program.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.

 
HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description