Quality Assurance/Training Specialist

Volusia Sheriff's Office•Daytona Beach, FL

3d•Hybrid

About The Position

The Quality Assurance (QA)/Training Specialist is responsible for monitoring, evaluating, and improving the performance of Emergency Communications Center personnel to ensure compliance with agency policies, industry standards, accreditation requirements, and best practices. This position reviews emergency and non-emergency calls, radio transmissions, and dispatch activities to identify strengths, opportunities for improvement, training needs, and trends that impact service delivery. The QA/Training Specialist works closely with the Training Coordinator to promote operational excellence, reduce liability, and enhance the quality of service provided to the public and fire responders.

Requirements

Graduation from high school or possession of a GED.
Five (5) years of general clerical/secretarial work experience.
One (1) year of experience as a dispatch call taker, law dispatcher, and fire dispatcher, or willing to learn all positions.
Must receive FCIC/NCIC certification within six (6) months of hire.
A comparable amount of education and experience may be substituted for the minimum requirements.
May be required to complete and successfully pass required skills testing.
Ability to identify trends and recommend process improvements.
Ability to analyze calls and dispatch events objectively and consistently.
Strong report writing, documentation, and presentation skills.
Strong interpersonal and coaching skills.
Ability to exercise sound judgment.
Proficiency with computer applications, databases, and reporting tools.
Ability to communicate clearly and concisely with the public, coworkers, and other agencies.
Ability to interact effectively with others.
Ability to maintain complex statistical records and to prepare periodic reports.
Ability to understand and follow oral and written instructions.
Ability to work outside of normal business hours including days, nights and/or weekends.
Willing to attend training outside of normal working hours.
VSO General Orders and procedures.
911 call-taking and dispatch procedures.
CAD systems, radio communications systems, and emergency communications operations.
Quality assurance methodologies and performance measurement techniques.
Manual dexterity.
Ambulate independently.
Sit for extended periods of time.
Utilize a computer/keyboard/CRT screen for extended periods of time.
Visual acuity of 20/30 vision standard in each eye; if corrective lenses must be used to satisfy 20/30 vision standard, uncorrected vision should be no worse than 20/100 in each eye.
Must pass a hearing test with less than or equal to 40 decibels in each ear under the frequencies: 2,000 Hz, 3,000 Hz, and 4,000 Hz.
Occasionally bend, squat, reach, and grasp.

Nice To Haves

Must be able to relocate to other county locations based upon operational needs.
Must be able to remain available to work when a public emergency or disaster occurs.

Responsibilities

Review and evaluate recorded 911 calls, non-emergency administrative calls, radio traffic, and dispatch events for compliance with established policies, procedures, and protocols.
Conduct quality assurance audits and document findings using established evaluation criteria.
Monitor dispatcher and call taker performance to ensure adherence to Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) protocols when applicable.
Identify performance trends, training deficiencies, and operational issues through data analysis and quality reviews.
Prepare detailed reports, statistical summaries, and performance metrics for management review.
Provide constructive feedback and recommendations to supervisors, the Training Coordinator, and communications personnel.
Assist in developing and updating quality assurance standards, evaluation forms, and performance benchmarks.
Collaborate with training staff to develop remedial training plans and continuing education programs.
Track and monitor corrective action plans and employee improvement progress.
Ensure compliance with accreditation standards, state regulations, and agency policies.
Assist with investigations involving customer complaints, commendations, and incidents related to communications center operations.
Maintain confidentiality of sensitive information and recordings.
Assist with initial training for new telecommunicators through classroom instruction and hands-on live QA reviews.
Support the Training Department in meeting Florida DOH/PST certification requirements.
Track in-service training to ensure staff stay current with policies and best practices.
Maintain training records, certifications, and compliance documentation in tracking software.
Help test new systems, upgrades, or equipment and provide related training.
Represent the agency in professional development workshops, conferences, or committees.
Attend work on a regular and consistent basis.
Must adhere to federal, state, county, and local ordinances.
Performs other duties as assigned.