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, CEO/Founder, Voice of Rich, LLC
Beatrice Rodriguez, Director, 211 Texas Helpline, United Way of Greater Houston
Richard Shutes, CEO/Founder, Voice of Rich, LLC
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