Available by RequestQuality & Performance

Quality Assurance & Continuous Improvement

Build a practical understanding of quality assurance and continuous improvement in emergency communications. This course connects performance indicators, fair evaluations, constructive feedback, self-assessment, and team collaboration to stronger service and more consistent operations.

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MTM Training Catalog

Quality & Performance

QA/QI

Instructor-led course

Available for coordinated delivery

Course Overview

Practical learning connected to real responsibilities.

Effective quality assurance should strengthen performance, support professional growth, and improve service—not simply identify errors. Participants explore how clear expectations, objective review practices, constructive feedback, and performance trends can support coaching, accountability, and continuous improvement within a 9-1-1 center.

The course is designed to help personnel understand both their role in the evaluation process and the broader value of a consistent QA/QI program.

Learning Objectives

✓Explain the principles and importance of quality assurance and quality improvement in emergency communications.
✓Identify common performance indicators and describe how they are used to assess performance.
✓Participate productively in performance evaluations and respond to constructive feedback.
✓Use self-assessment and team collaboration to support continuous improvement.
✓Connect quality improvement efforts to stronger emergency service, reduced risk, and improved customer service.

Who Should Attend

9-1-1 telecommunicators, Quality assurance evaluators, Trainers and training coordinators, Supervisors and managers

Training Inquiry

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Course of Interest

Quality Assurance & Continuous Improvement

Available by Request

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