911 Communications QA Lead, Public Safety Dispatch

City of Alexandria; Alexandria (VA); Presencial; USD 85.000 - 120.000; Jornada completa

Descripción de la vacante

City of Alexandria's Emergency and Customer Communications department seeks an experienced Emergency Communications Quality Assurance Manager to lead QA programs for 911 call handling and dispatch operations.

You will oversee audits, data analysis, and reporting, ensuring compliance with national standards, guiding training, and coordinating with internal and external partners to improve service to the public and responders.

Formación

• Associate degree or equivalent in a relevant field.
• Four years' relevant experience in a call center environment.
• Two years' supervisory experience in call center operations.
• Familiarity with Computer-Aided Dispatch (CAD) systems and call center technologies.
• Excellent verbal and written communication skills.
• Prior experience in emergency services or public safety, particularly in a 911 environment.
• Ability to analyze call data, identify trends, and implement improvements.
• Demonstrated leadership abilities to manage a QA team.
• Experience designing and implementing QA processes for emergency call handling.

Responsabilidades

• Reviews and analyzes center operations for call-taking, dispatching skills, and emergency medical protocols.
• Interprets findings and presents written evaluations and recommendations to leadership.
• Reviews records for regulatory compliance and accreditation requirements.
• Conducts records reviews, incident reporting, liability analysis, and data for reports.
• Compiles statistical analyses and call assessment reviews for monthly compliance meetings.
• Coordinates with training to address quality concerns and contributes to newsletters.
• Investigates inquiries from agencies and the public; reports findings and recommendations.
• Provides witness testimony in criminal court hearings as needed.

Conocimientos

Quality assurance

Call center ops

CAD systems

Data analysis

Staff leadership

Training delivery

Stakeholder management

Regulatory compliance

Educación

Associate degree or equivalent

Herramientas

MS Excel

Call recording software

Descripción del empleo

City of Alexandria's Emergency and Customer Communications department seeks an experienced Emergency Communications Quality Assurance Manager to lead QA programs for 911 call handling and dispatch operations.

You will oversee audits, data analysis, and reporting, ensuring compliance with national standards, guiding training, and coordinating with internal and external partners to improve service to the public and responders.