A gestão da qualidade como ferramenta de desenvolvimento profissional para operadores de call center

Abstract

This academic work on Quality Management as a Tool for Professional Development for Call Center Operators proposes a theoretical analysis based on literature review regarding the impact of quality management implementation on organizational outcomes, with a focus on the professional development of call center operators, and the challenges faced during this process. Using a critical literature review methodology, the study explores theories and research highlighting the positive influences of quality management on organizational outcomes, while identifying and analyzing common challenges such as organizational resistance, lack of employee engagement, and cultural obstacles. The results emphasize that quality management significantly contributes to measurable improvements in operations, including customer satisfaction and operational efficiency, while lack of engagement and organizational resistance pose substantial challenges. It is concluded that, although quality management promotes tangible benefits, overcoming these challenges requires specific strategies tailored to the organizational culture.