What process involves evaluating the performance of personnel in a communications center?

Quality Assurance is a systematic process that focuses on the evaluation and enhancement of personnel performance within a communications center. This process typically includes monitoring calls, assessing various metrics regarding accuracy, efficiency, and customer service, and implementing feedback mechanisms to improve performance. By regularly reviewing these aspects, Quality Assurance helps ensure that the staff adheres to established standards and protocols, ultimately leading to better service delivery and operational effectiveness.

The other options, while related to personnel performance in some way, do not specifically capture the systematic nature and aims of Quality Assurance. Performance Review is a broader term that may encompass a variety of evaluations but does not necessarily focus on the ongoing monitoring and improvement aspect specific to communication centers. Operational Oversight relates to the general management and supervision of the operations but is not solely about personnel performance. Incident Assessment usually pertains to analyzing specific incidents rather than evaluating the continuous performance of staff. Therefore, Quality Assurance stands out as the most appropriate term for the process described.