Quality Assurance & Improvement Specialist (48747)

NORTH TEXAS EMERGENCY COMMUNICATION CENTER INC•Carrollton, TX

4d•$61,754 - $83,907•Onsite

About The Position

The Quality Assurance & Improvement Specialist operates under the CORE Excellence framework, using data, observation, and operational expertise to strengthen human performance across NTECC. This position evaluates live and recorded emergency communications, identifies trends and areas of system friction, and provides timely, non-punitive, actionable feedback. As a subject matter expert in quality assurance and improvement, the QAI Specialist helps employees grow, supports agency accountability, and transforms operational findings into meaningful training and service improvements. This position also remains connected to frontline operations by assisting with floor coverage as assigned.

Requirements

Knowledge of quality assurance and quality improvement principles and practices.
Knowledge of performance evaluation and auditing procedures.
Knowledge of documentation and records-management practices.
Demonstrated experience coaching and mentoring employees in a 9-1-1 emergency communications center.
Strong organizational and time-management skills.
Professional written and verbal communication skills.
The ability to provide constructive feedback that supports learning, accountability, and improvement.
The ability to maintain confidentiality, exercise sound judgment, and handle sensitive information appropriately.
The ability to collaborate effectively with a diverse team.
The ability to manage multiple priorities, respond to difficult situations, and remain professional and effective under time constraints and stressful circumstances.
Knowledge of the NTECC service area, including streets, highways, jurisdictional boundaries, major thoroughfares, landmarks, businesses, and police and fire station locations and districts.
The ability to operate standard and specialized public-safety hardware and software with speed and accuracy.
Knowledge of state and federal laws, regulations, and statutes governing emergency-services dispatch.
High school diploma or GED equivalent.
Three (3) year's experience as a Public Safety Telecommunicator, Communications Supervisor, Communications Training Officer, Quality Assurance Specialist, or related emergency communications position.
Must be as least 18 years of age.
Must pass all applicable pre-employment screenings to include a drug screen.
Communicate clearly and concisely, relay details accurately both verbally and in writing.
Must read, write, and speak English.
A valid Texas Driver’s License may be required or be able to obtain one within 90 days of employment.
Must be able to pass FBI criminal background fingerprint check and comply with state and federal requirements for criminal justice information security standards.
Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements.
Position requires successful completion of all required certifications within (1) year and continuous education training for current license(s).
Certifications include Texas Commission on Law Enforcement (TCOLE) Public Safety Telecommunicator License; NCIC/TCIC full access, CPR, IAED Emergency Medical Dispatch and IAED Emergency Fire Dispatch.
Depending on the needs of the NTECC, additional licenses and certifications may be required.

Nice To Haves

Demonstrated supervisory experience and conducting performance reviews, quality assurance evaluations, training, coaching or workforce development activities preferred.

Responsibilities

Conduct routine, random, and focused quality reviews of 9-1-1 calls, non-emergency administrative calls, and radio transmissions using applicable national, state, and agency standards.
Audit 100% of low-frequency, high-acuity incidents—such as active threats, bomb threats, multi-jurisdictional pursuits, shootings, and stabbings—within 72 hours of occurrence.
Audit 100% of incidents in which telecommunicator CPR (T-CPR) is activated.
Provide employees with timely, constructive, and high-quality feedback.
Prepare quality assurance reports, trend analyses, compliance reports, and management briefings.
Evaluate operational proficiency holistically, including technical operations, tactical agility, and interpersonal skills.
Review and recommend improvements to quality assurance processes, procedures, forms, and performance measures.
Ensure quality assurance activities align with agency directives and applicable industry standards.
Identify recurring training needs and collaborate with training personnel to address knowledge and skill gaps.
Develop training materials, course curricula, briefings, simulations, and other learning resources based on identified trends and operational needs.
Support professional growth and employee engagement through mentoring, coaching, and developmental feedback.
Assist management in developing strategies that improve operational effectiveness and service quality.
Present findings, trends, and recommendations to supervisory and executive staff.
Provide staffing and workload recommendations based on call volume, performance data, and operational trends.
Help turn quality findings into practical solutions that strengthen employees, systems, and service delivery.
Perform the essential functions of any Emergency Communications assignment when required by operational needs, including accepting alternate duties or work assignments necessary to maintain uninterrupted emergency communications services.
Provide professional emergency communications, dispatch, coordination, training, and support services while complying with applicable policies, procedures, confidentiality requirements, and public safety standards.
Demonstrate the flexibility to work any assigned shift and respond effectively to changing operational demands.
Perform other duties as assigned to support the mission and continuity of NTECC operations.