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. Vicki Herrell serves as Executive Director of the Quality Assurance & Training Connection and oversees the strategic direction and the day-to-day operations of the association. Herrell brings to the position over 15 years of experience in the contact center industry, serving for many years in the area of client relations and events management for the former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on contact center best practices. She is the editor of QATC's The Connection newsletter. In addition, the education activities of QATC are directed by two of the founding partners of The Call Center School, Maggie Klenke and Penny Reynolds. Both Klenke and Reynolds are recognized authorities in the contact center industry. 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, first as the management team of Call Center University and later at The Call Center School.