--- title: "Quality Assurance - One Minute Survey | Guest: Dayne Petersen" description: Quality Assurance - One Minute Survey --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/) - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) - [Certification](https://www.benchmarkportal.com/contact-center-certification/) - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) - [Training](https://www.benchmarkportal.com/contact-center-training/) - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/) - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/) - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/) - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/) - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/) - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/) - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/) - Learning Chanel - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/) - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/) - [Resources](https://www.benchmarkportal.com/resources/) - [Publications](https://www.benchmarkportal.com/contact-center-publications/) - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Books](https://www.benchmarkportal.com/contact-center-books/) - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/) - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk) - - [News](https://www.benchmarkportal.com/contact-center-news/) - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19) - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases) - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/) - [Videos](https://www.benchmarkportal.com/contact-center-videos/) - [Partners](https://www.benchmarkportal.com/partners/) - [FAQ](https://www.benchmarkportal.com/faq/) - - [Discover Us](https://www.benchmarkportal.com/discover-us/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) - [About](https://www.benchmarkportal.com/about-benchmarkportal/) - [Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Quality Assurance - One Minute Survey | Guest: Dayne Petersen Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices. **Guest Host Bio:** Dayne Petersen brings together years of experience and commitment in the area of Quality Assurance management. She has managed and consulted with call/contact centers – – both business-to-business and business-to-consumer. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements. Dayne is a passionate advocate of measuring Caller Satisfaction and Agent Satisfaction and using this data to develop effective Quality Assurance programs that deliver the desired outcomes. Dayne is also a Senior Consultant with BenchmarkPortal and is was certified by the Center for Customer-Driven Quality (founded at Purdue University) as a call center auditor, specializing in all areas of contact center operations. Air Date: Wednesday, February 11, 2015 - 10AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Dayne Petersen, Senior Consultant, Certified Auditor, BenchmarkPortal Season: 6, Episode Number: 2 #### [Check out our CallTalk Archives by Clicking Here](https://resources.benchmarkportal.com/calltalk) *CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to [CallTalk@BenchmarkPortal.com.](mailto:calltalk@benchmarkportal.com?subject=CallTalk)* Topics: [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa) ### Improve Your Center [Contact Center Certification](https://www.benchmarkportal.com/contact-center-certification/) [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) [Custom Consulting](https://www.benchmarkportal.com/custom-contact-center-consulting/) ### Compare Your Center [Contact Center Benchmarking](https://www.benchmarkportal.com/benchmark-your-contact-center/) [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) [Automated Benchmarking](https://www.benchmarkportal.com/ibenchmark/) ### Excel With Training [Management](https://www.benchmarkportal.com/contact-center-manager-certification-training/) [Quality Assurance](https://www.benchmarkportal.com/call-center-quality-assurance-certification/) [Workforce Management](https://www.benchmarkportal.com/contact-center-workforce-manager-certification/) [Coaching For Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) [Supervisor / Team Leader](https://www.benchmarkportal.com/contact-center-supervisor-certification/) [Agent / Customer Service Rep](https://www.benchmarkportal.com/contact-center-agent-training/) [Call Center Campus Week](https://www.benchmarkportal.com/call-center-campus-2/) ### Support & Tools [CallTalk Online Radio Show](https://www.benchmarkportal.com/calltalk/) [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) [Free Mastery Ebook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) [Free Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) [Testimonials](https://www.benchmarkportal.com/testimonials/) [News](https://resources.benchmarkportal.com/news/tag/press-releases) [Videos](https://www.benchmarkportal.com/contact-center-videos/) [Books](https://www.benchmarkportal.com/contact-center-books/) [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) [![](https://resources.benchmarkportal.com/hubfs/Backgrounds/Screen-Shot-.png)](https://www.benchmarkportal.com/contact-benchmarkportal/) Copyright © 2026 BenchmarkPortal, LLC     |   [Privacy Policy](https://www.benchmarkportal.com/privacy-policy/)   |   [Directory](https://www.benchmarkportal.com/our-team/)   |   [FAQ](https://www.benchmarkportal.com/faq/)   |   [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/)   |   [Home](https://www.benchmarkportal.com/)