Name
Quality Assurance: It's More Than Catching Mistakes
Date & Time
Wednesday, October 29, 2025, 10:30 AM - 11:45 AM
Speakers
Katherine Guzman, Service Delivery Manager, United Way of Greater Houston
Beatrice Rodriguez, Director, 211 Texas Helpline, United Way of Greater Houston
Richard Shutes, Interim Executive Director, Inform Florida
Beatrice Rodriguez, Director, 211 Texas Helpline, United Way of Greater Houston
Richard Shutes, Interim Executive Director, Inform Florida
Description
Quality assurance isn't just about catching mistakes. It's a tool to build caller and customer trust, coaching for specialists, and long-term growth. This session will help you create a QA team (even a team of one!) to help identify training needs, improve agent performance, and build trust.
Location Name
Pershing Place South