About Us

The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with a variety of benefits, including tips of the week, how-to newsletters, regional networking meetings, online forums, and an annual conference.

The QATC Board of Advisors provides leadership for QATC and directs many of its activities. The Board is composed of recognized call center leaders and industry experts.

  Barb Bleiler -- WPS Health Insurance
Pam Bode -- Blue Cross Blue Shield of Michigan
Angela Crozier -- MPHI
Hope Gay -- Sentry Insurance
Todd Gladden -- PlanMen
Katia Goodhart -- Affinion Group
Christine Gorder -- Wells Fargo
Chaunte Johnson -- Cox Automotive Group
Marshall Lee -- Firstsource Solutions
  Tara Reinhart -- Penske
  Justin Robbins
Erick Sawyer -- USAA
Debbie Short -- Cokesbury
Melissa Stump -- Deloitte
Penny Tootle -- Utilligent

In addition, the education activities of QATC are directed by the Founding Partners of The Call Center School, Maggie Klenke and Penny Reynolds. They are recognized authorities in the area of call center operations and training. They are regular speakers at call center industry conferences and association meetings and have been at the forefront of developing education and professional certification programs for call center professionals.

The day-to-day operations of QATC are managed by Executive Director, Vicki Herrell. Herrell brings to the position over 15 years of experience in the call center industry, serving for many years in the area of client relations and events management for the former TCS Management Group and most recently as the Executive Director of the Society of Workforce Planning Professionals (SWPP).