911 Emergency Communications Training & QA Specialist

City of Spokane; Spokane (WA); On-site; USD 52,000 - 76,000; Full time

Job summary

City of Spokane is seeking a training and quality assurance professional for its 911 Emergency Communications Call Takers and Dispatchers. Responsibilities include QA reviews, delivering new hire training, and developing staff to improve performance.

The role requires college-level English and relevant experience in call centers or dispatching, with certification requirements to be obtained. Equal opportunity employer.

Qualifications

• Two years of college with English requirement.
• Two years of call center training experience or four years of dispatching experience with a public safety agency.
• We may accept different combinations of education and experience.

Responsibilities

• Conducts quality assurance reviews and administers training to support performance improvement.
• Delivers new hire training using varied delivery methods for success after training.
• Conducts QA audits on calls, radio traffic, chats, and systems to ensure policy compliance.
• Executes training and quality programs for Emergency Communications in line with laws and guidelines.
• Assists with open records requests by collecting audio and transcripts.
• Tracks staff errors and needs; identifies trends and addresses issues.
• Develops staff through training, coaching, and mentoring to improve outcomes.
• Performs related work as required.

Skills

Quality assurance

Training delivery

Coaching & mentoring

Data analysis

Education

Two years of college (90 quarter hours or 60 semester hours) including English

Job description

City of Spokane is seeking a training and quality assurance professional for its 911 Emergency Communications Call Takers and Dispatchers. Responsibilities include QA reviews, delivering new hire training, and developing staff to improve performance.

The role requires college-level English and relevant experience in call centers or dispatching, with certification requirements to be obtained. Equal opportunity employer.