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Coming August 20, 2025

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Check Out the Curriculum

Every lesson is built to be practical, easy to apply, and focused on helping you build a tagging strategy that works in the real worldβ€”no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.

    1. πŸ“’ 1.1 What a Quality Program Really Is

    2. πŸ“’ 1.2 Why QA Programs Fail

    3. πŸ“’ 1.3 Connecting QA to Company Goals

    4. πŸ“’ 1.4 Audit Your Current QA Reality

    5. 🧠 1.5 Quality Foundations Audit

    6. βœ”οΈ 1.6 Knowledge Check

    1. πŸ“’ 2.1 Defining β€œGood” Support Behavior

    2. πŸ“’ 2.2 Building Your QA Scorecard

    3. πŸ“’ 2.3 Calibration and Consistency

    4. πŸ’Ό 2.4 How Airbnb Rebuilt Its Customer Support Quality Program to Drive Business Outcomes

    5. 🧠 2.5 Behavior Design & Scorecard Alignment

    6. βœ”οΈ 2.6 Knowledge Check

    1. πŸ“’ 3.1 Turning Feedback Into Action

    2. πŸ“’ 3.2 Coaching with Confidence

    3. πŸ“’ 3.3 Creating a Culture of Growth

    4. 🧠 3.4 Coaching and Feedback That Drives Change

    5. βœ”οΈ 3.5 Knowledge Check

    1. πŸ“’ 4.1 What to Measure (and What to Ignore)

    2. πŸ“’ 4.2 Reporting QA Outcomes to Stakeholders

    3. πŸ“’ 4.3 Evolving Your QA Program

    4. πŸ’Ό 4.4 Chewy's Customer Service Quality Assurance Transformation

    5. 🧠 4.5 Proving and Evolving Your QA Impact

    6. βœ”οΈ 4.6 Knowledge Check

    1. πŸ“’ 5.1 Final Review and Common Pitfalls

    2. 🧠 5.2 Your QA Launch Plan

    3. πŸ“’ 5.3 Playbook Download + Action Plan

    4. πŸ“– 5.4 Download Your Playbook

About this course

  • $149.00
  • 27 lessons
  • 0.5 hours of video content