Managed Quality Assurance

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Committed to Quality Committed to you

Call-taking and dispatch centers are under increasingly heavy demands. These stressors arise from staffing challenges, pressures to cut costs, pressure to increase transparency, and ever-evolving technologies and processes. More than ever, Quality Assurance (QA) initiatives are essential. Done right, they can relieve some of the burden and free up organizations to focus on their mission.

Trust Your QA Program To The Experts

Leverage our years of industry experience to establish your QA program, then offload all evaluations and reporting work to our team of independent QA evaluators. Each of our evaluators undergo regular training in industry best practices to ensure they adhere to APCO & NENA QA standards.

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Best Practices for Police, Fire, Medical, and Non-Emergency

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Monthly review to spot trends & provide feedback for employee QI

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Review for Call-Taking, Dispatch, Administrative calls

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Integrates with Priority Dispatch Aqua System providing certified protocol reviews.

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CustomQA Forms, Reports, eCoaching & Dashboards

Our full-service
QA solution

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    We assess any existing QA efforts and employee feedback procedures

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    We work with you to outline goals and design your new QA program

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    We set up custom QA forms, reports, e-coaching, and dashboards

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    We create policies, training procedures & documentation

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    Our independent evaluators perform regular assessments, based on your goals

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    We conduct a monthly review with your QA Manager to spot trends and provide feedback for employee quality improvement

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    Integrates with Priority Dispatch Aqua System providing certified protocol reviews

Benefits

For Management

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    Ensures adherence to standards, procedures & policies

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    Identifies areas to change or improve

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    Improves staff retention & morale

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    Establishes consistent employee evaluation & feedback

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    Promotes service excellence

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    Outsourcing QA allows you to ensure your evaluation and feedback remain a priority

For Call-Takers & Dispatchers

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    They receive feedback on ways they can improve performance.

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    Their stress levels drop through consistent & transparent communication.

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    QA helps management understand their daily challenges & implement solutions.

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    Independent evaluators eliminate reviewer bias which can cause tension.

Check out our QA Accelerator Program