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In our recent webinar, "Next-Gen QA: The Data-Driven Approach to ECC Performance," Jessica Kay (Assistant 911 Coordinator, Chesapeake Police Department, VA) and Levenda James (Police Dispatch Supervisor, Miami-Dade Sheriff's Office, FL) joined Adara Spanninger of Frontline Public Safety Solutions to discuss how dispatch centers can modernize their Quality Assurance (QA) programs. The conversation focused on how a data-driven approach to quality assurance is helping agencies elevate performance, visibility, and overall operations.

Whether you're still relying on pen-and-paper evaluations or storing QA data in spreadsheets, this webinar delivered actionable insights on how to take your QA program to the next level for both your agency and your team.

 

Moving Beyond Pen and Paper

One of the most impactful shifts highlighted during the conversation was the move away from traditional, manual QA methods. For many agencies, evaluations are still completed on paper forms, stored in filing cabinets, or managed through scattered Excel spreadsheets. These systems were not only inefficient, but they also delay feedback and create barriers for employees.

Both James and Kay shared their experience around evaluation reviews, and the lack of visibility for employees who want to see their feedback, and what the change to software has done for their agencies.

"The biggest game changer for us was the amount of time that it takes to do quality assurance evaluations on employees. We went from pen & paper where it would take us – I could do a QA today, and it might not get back to me for several weeks," said James. "This gives them their

evaluation in real time, the supervisor doesn’t necessarily have to be there to present them with the evaluation."

Kay also noted, "From the employee standpoint, I remember when it was a pen and paper type of system and literally you had to go to the supervisor and say ‘Hey, I know I’ve had some QAs, can I look at them so I know what’s coming on my annual evaluation?’" said Kay. "But now it’s literally at the employee’s fingertips and we’ve gotten a lot of feedback from the younger generations that they want ongoing feedback from their supervisors."

Shifting to a centralized, digital process helps reduce administrative burden, giving supervisors more time to focus on coaching and team development. It also ensures that evaluations are completed and delivered promptly, creating a more responsive and accountable work environment. James even joked how the speed and instant visibility has created friendly competition across teammates – comparing their scores and looking for ways to improve for the next one.

 

Building a Culture of Feedback and Improvement

Modern QA programs are increasingly built around systems that allow for consistent, documented evaluations, that are easy to look back on. This isn’t just about automation—it’s about creating a shared understanding between supervisors and dispatchers. When evaluations are clearly tracked, accessible, and rooted in observable data, they become far more effective in building trust and clarity across the team.

“It helps to build their confidence in what they’re doing and it helps us in our administrative role to understand that they are understanding the policy and they are following policy and procedures and that we are on the right track,” James noted.

QA often has a bad rap of being used only to discipline or catch telecommunicators doing something wrong. Implementing a digital QA solution has allowed Chesapeake PD to begin creating a culture shift around QA, “We’re trying to catch them doing good, not just the bad,” says Kay. The QA Tracker makes it easier to do evaluations more frequently, meaning more time can be spent on what is going right.

Both Kay and James noted that they are using evaluations to point out the good and recognize what employees are doing well, and, in some instances, have seen a dramatic shift in underperforming employees.

 

Leveraging Real-Time Data and Performance Insights

QA isn't just about checking boxes—it’s about surfacing actionable data.

Kay shared that when she started with her agency, they had a goal for all employees to be performing at a certain level, but before QA software, there was no way to easily digest every evaluation and determine if teams were underperforming, and if they were, what areas of improvement were.

Both speakers emphasized how critical it is to move to a more data-driven QA program, giving supervisors the ability to quickly and easily monitor performance patterns across individuals and teams, enabling more strategic coaching and early intervention. It also creates an easier way to holistically view the performance of entire teams or departments.

“I love using the dashboard. The pie charts are best for me because it puts everything right there, right in your face. When you’re reporting to higher ups, they like to see things rather than you telling them a number,” James shared. “The pie chart actually allows them to see it. You can break it down by shift, break it down by discipline…”

This insight supports long-term staff development and helps ECCs build a culture of improvement—ultimately leading to stronger retention, performance, and morale. Not to mention further giving administrators, supervisors, and leadership the insights they need to make decisions around increasing training, staff count, and more.

 

Watch the Full Webinar On-Demand

If you’re looking to overhaul your QA program or just looking to make some improvements to your current processes, you can watch the full on-demand webinar and learn more about how these two notable agencies are improving culture, operations, and retention. If you enjoyed hearing this conversation, check out the follow up discussion, "A Smarter Way to QA: Deep Dive into Frontline’s QA Tracker.” We’ll explore how Frontline’s QA Tracker can help your agency build a culture of continuous improvement, boost morale, and drive better performance.

 

Frontline Public Safety Solutions (now part of Vector Solutions) is committed to empowering public safety agencies with innovative, reliable, and efficient software solutions. Request a quote to learn more.