Voice Recording and Quality Assurance

What is Quality Assurance and 5 Ways to Improve Your PSAP QA Process?

Quality Assurance (QA) has never been easy, you have to follow a process to be successful. How?


Here’s a quick explanation of what Quality Assurance is in the 911 Center and the 5 ways to improve your PSAP QA Process.


Most of the time, we think about quality assurance regarding the product under review. But at a 911 call center, quality assurance means something entirely different from traditional 911 data management, where systems were set up to monitor only call processing.

The idea is to ensure that all calls are handled with the same degree of urgency and accuracy so as not to waste precious time or resources on anyone who doesn’t need it. A quality assurance project might involve collecting measures such as timeliness and response time goals, etc.

Also, post-incident data management in the 911 Center is critical to the success of a quality assurance program. It is most important for us to maintain high standards of service and provide consistent, compassionate care during our moment-by-moment interactions with callers.


Since you already know what it is, let’s now move forward on the 5 ways to improve your PSAP QA Process.

  • Review the entire call

To assure quality and consistency in the responses to calls for service, review the whole call and not just the call intake to monitor how your call takers respond and handle the situation of the callers.








  • Check the most appropriate data

To begin quality assurance, you need to compare your data with goals set during your program’s initial creation. If the results don’t meet those goals, then you need to investigate why that is. You might simply be missing something, or there may be some inherent problem with one of the processes in your system that prevents it from reaching its goal. It’s important to get to the bottom of it rather than simply fixing the problem because it’s easy, but not necessarily good for quality assurance.








  • Include the telecommunicator in the QA process

Make sure to make your telecommunicator understands the QA process. With that, they will know how to do better calls, assess their skills, and improve them. They will likely be more cooperative.










  • Make a timely review process

A thorough review of data is essential and should be conducted regularly to check progress toward goals or standards set by the governing body. Make sure your QA program works by comparing the numbers with standards or goals set when the program started. Call quality is also critical to a successful quality-assurance program.










  • Trust the technology

Don’t make things more difficult for you by doing things manually. It is available

 software that can help you conduct your QA program in a more accurate and faster way.










Quality Assurance has a big impact on the whole PSAP operations up to the improvements that need to be done to achieve your goals and standards.

Does this sound quite hard to achieve because of the lack of employees and the time it will consume for you which can also affect your operations? No worries as ReplayQA is here for you to help you with all your needs in doing the whole process of Quality Assurance.