Are You Making the Most of Your QATC Membership?

If you are reading this article as a QATC member, congratulations for making a great decision and hopefully you’ll learn about how to take even more advantage of all your membership benefits. If you are not yet a member, reading this piece will most likely prompt you to sign up right away!

QATC was founded in 2008 with the mission of supporting quality assurance and training professionals in the contact center industry. The vision then – and now – was to provide a platform where industry professionals could find the educational offerings to build specialized knowledge and skills, a full range of resources to apply to real-life work situations, and a community of peers for networking and growth. Over the last 17 years, these educational offerings, resources, and pool of professionals have evolved and expanded to provide members ways to be more successful in their careers.

Let’s take a look at these many benefits and capabilities, starting with a full range of educational events and offerings.

  1. Web Seminar Series. Every year, QATC provides a web seminar series for QATC members. In 2025, this series, entitled Fundamentals of Quality Monitoring, will be presented on Thursday afternoons beginning in April. (Check out the information on page 11 for specific dates and times.) This five-part seminar series is facilitated by Deelee Freeman, one of the industry’s leading experts in quality monitoring best practices. Topics to be covered include creating a quality form, form weighting and scoring, constructing a quality standards document, calibration, monitoring consistently, and call coaching. These seminars are presented free of charge to QATC members.
  2. Annual Conference. The QATC Annual Conference is designed specifically for contact center quality assurance and training professionals. The QATC Annual Conference provides over 40 workshops presented by industry experts on all areas related to quality assurance and training. The 2025 conference is set for September 23-25 in Nashville, TN. QATC members receive a discount to attend the conference.
  3. On-Demand Courses. QATC members have access to on-demand courses that can be accessed at any time in our members-only Library. All of our Fundamentals of QA courses are available along with handouts for each course, and new courses are being added all the time.
  4. Regional Meetings. QATC (in partnership with its sister association SWPP) holds regional meetings around North America. These half-day meetings provide a way for contact center professionals to gather with peers. Many members noted that these meetings were one of the most valuable experiences for them since they provided a way to meet their local peers in a smaller group setting. These regional meetings are back on the schedule after a break during the pandemic.
  5. Quarterly Newsletter & Newsletter Archives. What you are reading now is one of the benefits of membership. The quarterly newsletter, The Connection, is a 16-page newsletter full of how-to articles and the latest industry information to help you build your knowledge and keep abreast of industry happenings. There are many different contributors to The Connection, ranging from industry educators and consultants, vendors, and contact center professionals. These people share best practices, thought-provoking new ideas, and real-life stories of what works and what doesn’t from first-hand experiences. The current newsletter is always available for all to view on the QATC website. But a huge benefit for QATC members is access to the QATC Library, which includes an archive of all our past newsletters. Members can look up any subject of interest and browse through years of content. There’s no better place to research your problems and projects than this comprehensive archive.
  6. Quarterly Surveys & Survey Archives. Wondering what other centers are doing and how your processes and practices compare? Each quarterly newsletter contains a survey about quality assurance and/or training practices. Results are tabulated, sent to the participants, and included in the next newsletter, along with editorial comments on the findings and implications. But if you need to delve back into past surveys, that’s available too. Members have access to the survey archives as part of the QATC Library. If there is a particular topic of interest, members can go back and take a look at what their industry peers have responded.
  7. Tip of the Week & Archived Tips. In addition to the full-length articles and newsletter content, members get a shorter dose of how-to information and clever ideas as a Tip of the Week. You’ll find this tip in your email inbox on Monday morning and many find it a positive way to kick off their week. Members can also access all the tips since 2008 in the tip archive in the members-only QATC Library.
  8. Books. Check out the website for books that can support your functions in the contact center. For quality assurance and training specialists, you’ll find a book called Essentials of Call Center Coaching: Supervisory Strategies for Improving Performance Improvement. This book is currently only available through the QATC website.
  9. Job Posting Board. If you need a place to post job openings that are very specific to a quality assurance or training position, the SWPP/QATC Job Board is perhaps the most targeted marketplace. Individuals viewing these ads are industry professionals who understand the position, the job tasks and competencies, and the likely scope of work. This board is also a great place to find job titles and job descriptions as you refine your own job information. Job posting is free for QATC members.
  10. Networking Opportunities. Last, but certainly not least, is one of the biggest and most important benefits of being a QATC member. Whether it’s talking with others in an online seminar, attending the Annual Conference, or participating in a regional meeting, as a QATC member, you’ll have the opportunity to meet others that do the same job that you do every day. QATC provides ways to meet others that do what you do and helps you foster these relationships. You’ll make contacts, learn from others, and continue to expand your professional network.

There are many benefits for QATC members and several different options for joining. An individual may join for $295 per year, or if you have multiple people that would benefit from membership, there is a site membership for $595 that supports up to three members. If you have multiple locations and many eligible individuals, a corporate membership is available for $4,995 for an unlimited number of locations and members, as well as unlimited members in our sister association, the Society of Workforce Planning Professionals (SWPP).

If you’re not a member and would like to begin taking advantage of these opportunities, visit the QATC website at www.qatc.org to join, or contact Vicki Herrell at vicki.herrell@qatc.org.