Facilitating a “Scathingly Brilliant” Quality Program

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Includes a Live Event on 05/12/2021 at 12:30 PM (EDT)

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Facilitating A “Scathingly Brilliant” Quality Program
05/12/2021 at 12:30 PM (EDT)   |  60 minutes
05/12/2021 at 12:30 PM (EDT)   |  60 minutes This workshop is designed for managers, supervisors, and quality professionals who are responsible for quality in their I&R organization/program. Participants will learn best practices in calibration, follow-ups, reporting outcomes and analyzing follow-up results to improve customer service and agency relationships. Participants will learn how to facilitate an effective Quality Assurance program with limited resources.

This workshop is designed for managers, supervisors, and quality professionals who are responsible for quality in their I&R organization/program. Participants will learn best practices in calibration, follow-ups, reporting outcomes and analyzing follow-up results to improve customer service and agency relationships. Participants will learn how to facilitate an effective Quality Assurance program with limited resources.

Objectives:

Participants will learn best practices for building an effective quality assurance program on limited resources
Participants will learn how to design an effective calibration program using virtual and in person platforms
Participants will learn how to build an effective follow-up program through a variety of methods and how to track and analyze data to draw conclusions on customer satisfaction and agency efficiency.

Cheryl Stewart

Quality Assurance Analyst Director

United Way of Greater Atlanta, Atlanta, Georgia


Cheryl Stewart is a Quality Assurance Analyst Director for United Way of Greater Atlanta 2-1-1 in Atlanta, GA. She has previously worked as a DHR Call Center Agent. She is a Certified Community Resource Specialist, a Certified Community Resource Specialist Database Curator and certified as a Call Center Manager. Cheryl volunteers as an AIRS site reviewer and serves on the AIRS Accreditation Commission. In addition, she has done research on service outcome measures and analyzing data to improve customer service. In her spare time, she enjoys working with homeless at-risk youth as a Resident Advisor.

Aria Smalling

Quality Assurance Coordinator

United Way of Greater Atlanta, Atlanta, Georgia


Aria Smalling is a Quality Assurance Coordinator for United Way of Greater Atlanta 2-1-1 in Atlanta, Georgia. She has previously worked as a Community Connection Specialist and served as the lead Specialist providing coaching and mentoring for her peers. She is a Certified Community Resource Specialist. Aria manages three quality calibration teams and oversees the 2-1-1 Speakers Bureau. She supports the training manager in providing quality workshops to 2-1-1 Community Connection Specialists. Aria also works in partnership with child protection services and follows up on endangerment cases. In her spare time, she enjoys gardening.