Management Analyst: Quality Assurance

City of Tucson

6d • $22 - $33 • Onsite

About The Position

The Management Analyst position at the City of Tucson’s Public Safety Communications Department is responsible for ensuring high performance, accuracy, and efficiency in emergency and non-emergency call handling and response. This position evaluates calls, provides feedback, and documents call reviews for supervisors to review with staff. The Management Analyst plays a vital role in maintaining the integrity of the emergency communication system, which directly impacts the public’s safety. Work is performed under the supervision of the Public Safety Communication Manager. This position does not supervise.

Requirements

• Bachelor's Degree and two (2) years of directly related experience.
• Must be at least 18 years of age
• Must pass Background and Polygraph
• A Terminal Operator Certification (TOC) must be obtained within 6 months of hire and must be obtained throughout employment of this position.

Nice To Haves

• One (1) year of customer service experience
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• Ability to multitask and manage time effectively in a fast-paced environment
• Strong attention to detail and organizational skills

Responsibilities

• Ensures the optimal utilization of resources and the efficient, accurate, and timely delivery of services to the public by monitoring and evaluating incoming and outgoing emergency 911 and non-emergency 311 calls.
• Collects and records relevant information from callers to determine the nature of their requests, using effective questioning techniques to gather detailed information.
• Assess the information gathered from callers to determine if the appropriate City of Tucson department was utilized to handle the request.
• Researches and composes written materials by conducting surveys, researching, compiling ata, and creating plans for staffing, equipment, and budgetary impact.
• Implements a thorough quality improvement process to review and validate the accuracy, completeness, and reliability of data gathered from emergency 911 and non-emergency 311 calls for service.
• Reviews audio recordings of calls and computer-generated service events to ensure consistency and accuracy.
• Prepares recommendations for department leadership and assists with call procedure implementation.
• Implements a rigorous quality improvement process to assess and verify the effectiveness, accuracy, and coherence of campaigns, written materials, and presentations.
• Assists leadership with the development of performance measurements for call handling.
• Ensures that all aspects of special projects meet the highest standards of quality, consistency, and alignment with project objectives prior to execution.
• Provides support to new personnel by sharing knowledge and experience and assisting with special projects and providing backup as needed.
• Assists leadership with the designing and development of performance measurements, facilitates training programs, and coordinates tracking and reporting systems for call handling.
• Maintains quality improvement and assurance files, records, and tracking logs.
• Identifies performance trends and notifies management of the need for additional employee training or workflow changes.
• Performs all other duties and tasks as assigned.
• All duties and responsibilities listed are subject to change.

Benefits

• medical, dental, vision, life, disability, and FSA coverage
• pension plan
• optional Roth and pretax deferred compensation savings
• 38 paid days off in the first year of employment
• twelve weeks of paid parental leave
• paid tuition reimbursement
• student loan repayment
• off- and on-the-job training
• employee resource groups
• paid volunteer hours

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level