Leadership & QA
Performance Management
For managers: document, improve, and make tough calls when needed.
Level: Advanced•Duration: 3–4 hours•Status: Coming Soon
What you'll learn
✓The performance management cycle (goal → feedback → measurement → decision)
✓How to document performance issues
✓The progression from coaching to formal improvement plans
✓When and how to terminate underperforming agents
Why this matters
Poor performance management creates legal liability and kills team morale. Good management protects the business and respects people.
Core frameworks & concepts
The Management Pyramid: Feedback → Informal Plan → Formal Plan → Exit
Common mistakes to avoid
âš Avoiding difficult conversations (problems get worse)
âš Poor documentation (kills you in disputes)
âš Treating all underperformance the same (context matters)
What you can do after completion
Manage underperformance professionally. Document correctly. Make fair decisions.
Part of these career paths
This module is coming soon. Check back later for enrollment details.