ISO 18295-1 2017 Management System for Customer Contact Centers - Lead Auditor Course
Instructor
QGLOBAL ACADEMY
249
Students
enrolled
- Description
- Curriculum
ISO 18295-1 2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs. ISO 18295-1 2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required. ISO 18295-1 2017 lead auditor training course will help you learn how to initiate an audit, prepare and conduct audit activities, compile and distribute audit reports and complete follow-up activities. On successful completion of this course, you will be able to optimize your auditing skills with the internationally recognized ISO 18295-1 2017 standard and boost your audit capabilities. Also gain confidence in planning and performing an effective audit, as well as reporting and taking corrective action where necessary. ISO 18295-1 2017 lead auditor course develops the necessary skills to assess and report on the conformance and implementation of processes based on ISO 18295-1 2017.
Who Should Attend?
- Anyone involved in the planning, implementing, maintaining, supervising or auditing of an ISO 18295-1 2017 quality management system
- Existing internal auditors
- Employees of any organisation who wish to audit their organisation’s quality management system
- Trainers, managers or consultants seeking to master a quality management system audit process
- Personnel who wish to pursue career in ISO 18295-1 2017 management system auditing
- Expert advisors in quality management
Key Benefits
- Develop the career as an ISO 18295-1 2017 quality management system lead auditor
- Become ISO 18295-1 2017 freelance lead auditor
- Gain the skills to plan, conduct, report and follow up first, second and third party audits in accordance with ISO 19011 standard
- Learn skills to lead an audit team
- Identify the aims and benefits of an ISO 18295-1 2017 audit
- Interpret ISO 18295-1 2017 requirements for audit application
- Grasp the application of risk-based thinking, leadership and process management
- Acknowledge the correlation between ISO 18295-1 2017 and other standards and regulatory frameworks
- Learn the latest ISO 18295-1 2017 lead auditor techniques
- Consolidate your expertise with the latest developments and contribute to the continuous improvement of the business
- Fill gaps in your professional knowledge
Learning & Evaluation Method
This is a live and interactive course. Once you purchase the course, our team will contact you to plan the training. No matter where you are located, we schedule the classes based on your convenience and time zone. You can plan to attend the training in sessions of 4 or 8 hr duration, based on how much time you can spend in a day.
Certification
There are increasing numbers of organizations, who prefer candidates those who have completed management system trainings from a recognized institution. Certification demonstrates your commitment to superior professionalism, upholding industry standards, and continued learning. These merits can help boost your professional credibility and prestige within your own network, in your organisation, with your current clients, and when pursuing new business opportunities. After the successful completion of the course and final exam, you will be awarded with a certificate of completion issued by QGlobal. Your credentials will be made available in the global online directory and can be verified by anyone searching with the certificate number. Without doubt we can say that our training courses are well recognized and sought after by organizations across various geographies.
Sample Certificate
Buy for group Are you planning to buy this course for a group? We have the best prices for you! Select ‘Buy for Group’ option and add to the cart. You will get a discount of 60 – 75% for a group of up to 10 participants. To make a group purchase, create your group name and add individual emails of up to 10 participants. Each participant will get the access to the course materials, exam and the certificate. We will arrange one live-online session for the entire group.
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Awareness training on ISO 18295 - 1 2017 standards
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1
Introduction to standards and certification- Purpose of standardization
- Benefits of certification
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2Introduction to ISO 18295-1 standards
Introduction to ISO 18295-1 standards
High level structure of ISO 18295-1 standards
ISO 18295-1 certification
Process approach
Plan - Do - Check - Act
Risk based approach
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3Terms and definitions
- Terms related to person or people
- Terms related to organization
- Terms related to activity
- Terms related to process
- Terms related to system
- Terms related to requirement
- Terms related to result
- Terms related to data, information and document
- Terms related to customer
- Terms related to characteristic
- Terms related to determination
- Terms related to action
- Terms related to audit
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4ISO 18295-1 Customer relationship requirements
4.1 General
4.2 Communication of information to customers
4.3 Measuring and monitoring of customer experience
4.4 Complaints handling
4.5 Customer protection
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5ISO 18295-1 Customer-focused leadership
5.1 General
5.2 Customer experience design and delivery
5.3 Employee satisfaction/engagement
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6ISO 18295-1 Human resources
- Functions
- Agent competencies
- Communication and customer service competencies
- Technical competencies
- Client-specific competencies
- Skills development
- Communication of information to employees
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7ISO 18295-1 Operational processes
7.1 General
7.2 Customer-related processes
7.3 Workforce planning
7.4 Quality assurance related to customer interactions
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8ISO 18295-1 Service delivery infrastructure
8.1 General
8.2 Handling customer interactions
8.3 Customer data
8.4 Work environment
8.5 Continuation of service
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9ISO 18295-1 Client relationship
Communication of information to customers
Measuring and monitoring of customer experience
Complaints handling
Customer protection
Implementing ISO 18295 standards
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10LI 01 Building the team
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11LI 02 Conducting gap analysis
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12LI 03 Preparing implementation plan
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13LI 04 Creating awareness
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14LI 05 Conducting training
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15LI 06 Procuring documents
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16LI 07 Creating management system manual
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17LI 08 Creating policies and procedures
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18LI 09 Creating forms and templates
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19LI 10 Planning for certification
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20LI 11 Implementation methodology
- Building the culture
- Plan-Do-Check-Act
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21LI 12 Role of leadership in implementing the management system
- Leadership concepts
- Role of leaders in implementing the management system
- 12 Characteristics of team leaders and managers
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22LI 13 Employee motivation and involvement
- Employee wants
- Achieving a motivated workforce
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23LI 14 Obstacles in implementing the management system
- Inability to manage the change
- No planned review of the system
- Inadequate planning
- Not aligning the goals and matrices
- Poor commitment from top management
- Differences between departments and individuals
- Lack of awareness and not providing continuous training
- Poor documentation
- Inadequate monitoring, measuring and analysis of data and results
- Not paying attention to internal and external customers
- Failure to continually improve
- Failure to motivate and empower employees
Lead auditor training on ISO 18295 standards
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24Introduction to ISO 19011 2018 Guidelines for auditing management systems
- Scope
- Normative references
- Terms and definitions
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25ISO 19011 Principles of auditing
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26ISO 19011 Managing an audit program
- Establishing audit programme objectives
- Determining and evaluating audit programme risks and opportunities
- Establishing the audit programme
- Roles and responsibilities of the individual(s) managing the audit programme
- Competence of individual(s) managing audit programme
- Establishing extent of audit programme
- Determining audit programme resources
- Implementing audit programme
- Defining the objectives, scope and criteria for an individual audit
- Selecting and determining audit methods
- Selecting audit team members
- Assigning responsibility for an individual audit to the audit team leader
- Managing audit programme results
- Managing and maintaining audit programme records
- Monitoring audit programme
- Reviewing and improving audit programme
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27ISO 19011 Conducting an audit
- Initiating audit
- Establishing contact with auditee
- Determining feasibility of audit
- Preparing audit activities
- Performing review of documented information
- Audit planning
- Assigning work to audit team
- Preparing documented information for audit
- Conducting audit activities
- Assigning roles and responsibilities of guides and observers
- Conducting opening meeting
- Communicating during audit
- Audit information availability and access
- Reviewing documented information while conducting audit
- Collecting and verifying information
- Generating audit findings
- Determining audit conclusions
- Conducting closing meeting
- Preparing and distributing audit report
- Preparing audit report
- Distributing audit report
- Completing audit
- Conducting audit follow-up
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28ISO 19011 Competence and evaluation of auditors
- Determining auditor competence
- Personal behavior
- Knowledge and skills
- Achieving auditor competence
- Achieving audit team leader competence
- Establishing auditor evaluation criteria
- Selecting appropriate auditor evaluation method
- Conducting auditor evaluation
- Maintaining and improving auditor competence
Evaluation - ISO 18295-1 2017 - Lead Auditor Course
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29ISO 19011 Auditor training practice questions
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30Practice Questions - ISO 18295-1 Auditor trainingExam duration is 70 minutesThere are total 50 questions in this examAll questions carry 1 mark eachSelect only the most appropriate answerMinimum pass mark is 50%You have 3 attempts to pass the exam
Course details
Duration
24 hr
Lectures
29
Quizzes
1
Level
Beginner
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