Emergency Communications Quality Assurance Manager

City of Alexandria•Alexandria, VA

About The Position

The Emergency Communications Quality Assurance Manager provides operational support by monitoring employee and supervisor performance, independently reviewing and evaluating department operations and staff, and promoting sustained high-level service to the community and emergency responders. Under the general supervision of the department’s Assistant Director of Administration, the role performs ongoing program reviews and evaluations and compiles statistical data and reports. The manager reviews call-taking, law enforcement, fire, and emergency medical dispatching skills and protocols; evaluates records for regulatory compliance and conformity with nationally accepted standards and accreditation requirements; and prepares findings, reports, and recommendations for department leadership. The position also coordinates with the training department, helps develop training materials, responds to inquiries and complaints, and may provide expert witness testimony and serve as custodian of records in criminal court hearings. This position is open to current City employees only. The role requires successful completion of pre-employment checks and medical testing, which may include a criminal history records check, fingerprinting, drug screening, vision and hearing exams, psychological testing, and polygraph testing.

Requirements

Associate degree or equivalent, and four years of relevant experience in a call-center environment, including two years of supervisory experience; or an equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
Expertise in relevant quality assurance techniques, methodologies, and practices.
Ability to lead and oversee quality assurance and compliance activities, including audits, reviews, analysis, evaluation, documentation, and reporting.
Ability to devise plans, strategies, requirements, and metrics to uphold quality standards, analyze data, and make appropriate recommendations.
Ability to foster and sustain cooperative relationships with internal and external stakeholders at all levels.
Strong understanding of public safety call center operations.
Successful completion of required pre-employment checks and medical testing.

Nice To Haves

Familiarity with Computer-Aided Dispatch (CAD) systems and other call center technologies.
Experience with call recording and evaluation software and proficiency in MS Excel or other data analysis tools.
Excellent verbal and written communication skills for conveying feedback, providing training, and collaborating with other departments or agencies.
Prior experience in emergency services or public safety, particularly in a 911 call center, such as dispatcher, call taker, or supervisor experience.
Proficiency in analyzing call data, identifying trends, and pinpointing areas for improvement.
Ability to troubleshoot issues, devise solutions, and implement corrective actions to enhance call center performance.
Experience designing and implementing quality assurance processes specific to emergency call handling.
Demonstrated leadership ability to lead and manage a team of quality assurance specialists.
Experience supervising staff, conducting performance evaluations, and providing feedback.

Responsibilities

Review and analyze center operations, including call-taking, law enforcement, fire, and emergency medical dispatching skills and emergency medical protocols.
Interpret findings and prepare and present written evaluations and recommendations to department leadership.
Review records for regulatory compliance and apply quality assurance measures to meet nationally accepted standards and accreditation requirements for public safety call handling and dispatching.
Conduct records reviews, incident reporting, liability analysis, and consumer satisfaction data analysis for various reports.
Recommend technical training, operational procedural changes, and improvements that support the department’s strategy.
Compile statistical analyses and overall call assessment reviews for monthly compliance review meetings with the City’s Medical Director.
Coordinate with the training department to address quality concerns and quality assurance.
Help develop training bulletins and contribute quality assurance content to the monthly newsletter.
Investigate and respond to inquiries and complaints from internal and external law enforcement agencies, fire departments, attorneys, and the public.
Report findings and make recommendations through appropriate channels.
Provide witness testimony in criminal court hearings as a subject matter expert and custodian of records when needed.