Quality Analyst

Montgomery County•Eagleville, PA

About The Position

The Quality Analyst continues the Division’s Quality Assurance and Improvement (QA/QI) program for Telecommunicators and serves as the primary point of contact with employees during QA review conferences. The role calls for strong interpersonal and dialogue skills, self-motivation, organization, and a commitment to contributing to a positive working environment. The position performs quality reviews and reporting for phone and radio traffic, conducts employee review conferences, supports investigations and training, and maintains sensitive QA/QI records. It requires considerable independent judgment, initiative, leadership, and resourcefulness in applying and improving quality assurance practices and reporting systems. The Quality Analyst also collaborates with the Professional Standards Office and supports recruitment and policy-related work as assigned.

Requirements

High school diploma or equivalent required.
Must possess, or obtain within six months of appointment, APCO Public Safety Telecommunicator, APCO Emergency Medical Dispatch, APCO Fire Service Communications, and APCO Communications Training Officer certifications.
Must possess, or obtain within eighteen months of appointment, NENA Emergency Number Professional (ENP) Certification.
Must be able to obtain and maintain certifications required by Montgomery County, the Commonwealth of Pennsylvania, and applicable regulatory agencies.
No criminal convictions that would prohibit access to criminal justice systems or prevent satisfactory performance of job duties.
Valid driver’s license and reliable transportation required.
Minimum of five years of progressively responsible experience in public safety communications, emergency dispatching, or a closely related field.
Thorough knowledge of public safety communications operations, computer-aided dispatch systems, radio communications systems, telephony systems, and emergency communications technologies.
Knowledge of applicable federal, state, and local laws, regulations, standards, and best practices for emergency communications operations.
Experience teaching, coaching, mentoring, evaluating, and serving as a role model and team member.
Strong leadership, decision-making, organizational, conflict-resolution, and problem-solving skills.
Ability to establish goals, objectives, and instructional guidelines to support employee development.
Ability to manage multiple tasks and priorities while maintaining accuracy and attention to detail.
Ability to present training material effectively using varied public-speaking and learning techniques.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams, and other business applications; ability to adapt to new software, systems, and technology.
Ability to establish and maintain effective working relationships with agency staff, administrative officials, public safety partners, and the public.
Ability to stand, walk, see, talk, and hear regularly; use keyboards, computer workstations, telephones, radio consoles, and other communications equipment repeatedly; and occasionally lift and move materials weighing up to 25 pounds.
Ability to work flexible hours when required, including evenings and weekends, and report to work regardless of weather conditions as essential personnel.

Nice To Haves

Bachelor’s degree in Public Safety Administration or Management, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Science, or another related field preferred.
An equivalent combination of education and experience may be substituted for the stated education and experience requirements.

Responsibilities

Ensure phone and radio traffic quality assurance reviews and reports are completed as required by the Division’s QA/QI program and State guidelines.
Schedule QA/QI review conferences with each active telecommunicator.
Document and communicate findings from phone and radio reviews, including commendations and areas needing improvement, in accordance with QA/QI standards.
Recommend escalated disciplinary action to the QA/QI Coordinator when needed.
Assist with complaint investigations when assigned and directed.
Maintain QA/QI program files and secure personnel-sensitive documentation.
Recommend and implement changes to QA/QI reporting and documentation processes to improve program efficiency.
Assist with creating, organizing, implementing, and enforcing Division policies when assigned and directed.
Apply independent judgment and initiative to quality assurance matters and reporting systems, adapting guidelines and developing improved methods as appropriate.
Assist with training, including classroom and remedial training.
Support recruitment efforts as necessary or assigned.
Collaborate with the Professional Standards Office to support and enhance training and QA/QI programs and initiatives.
Perform other related duties as necessary or assigned.