Quality Assurance Coordinator – Emergency Communications - 911CC

NavitasPartners • Baltimore, MD

13h

About The Position

An emergency communications organization in Washington, DC is hiring a Quality Assurance Coordinator to support compliance, performance evaluation, and operational improvement efforts. This role provides independent oversight of call center operations and contributes to the development of quality standards and performance benchmarks.

Requirements

• Associate’s degree or equivalent
• 4+ years of relevant call center experience
• 2+ years of supervisory experience
• Equivalent education and experience combinations accepted
• Knowledge of quality assurance tools, practices, and methodologies
• Experience conducting audits and compliance reviews
• Strong data analysis and reporting skills
• Ability to develop and evaluate performance standards
• Ability to build and maintain effective working relationships
• Familiarity with public safety communications and Computer-Aided Dispatch (CAD) systems

Responsibilities

• Monitor and evaluate employee and supervisor performance
• Conduct quality reviews, compliance checks, and operational assessments
• Compile and analyze performance metrics and statistical data
• Develop documentation and reports outlining findings and recommendations
• Assist in creating QA strategies, standards, and performance measurements
• Identify opportunities for operational improvement and risk mitigation

What This Job Offers

• Career Level: Mid Level
• Education Level: Associate degree