Emergency Communications Quality Assurance Manager

City of Alexandria; Alexandria (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality assurance

Call center ops

CAD systems

Data analysis

Staff leadership

Training delivery

Stakeholder management

Regulatory compliance

Education

Associate degree or equivalent

Tools

MS Excel

Call recording software

Job description

Emergency Communications Quality Assurance Manager

(This position is open to current City employees only)

The City of Alexandria is in northern Virginia and is bordered by the District of Columbia (Potomac River), Arlington, and Fairfax counties. With a population of approximately 150,000 and a land area of 15.75 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Alexandria has a charming waterfront and is a unique and historic place to live and work. About one-quarter of the City’s square miles have been designated as a national or local historic district. We proudly embrace our rich history and seize the endless opportunities. If you are interested in working for the vibrant City of Alexandria, we invite qualified candidates to apply for the Emergency Communications Quality Assurance Manager position.

An Overview

The Emergency Communications Quality Assurance Manager

Provides operational support, monitoring the performance of employees and supervisors providing independent review and evaluation of department operations and staff and promoting sustained high-level service to the community and emergency responders. Under the general supervision of the department’s Assistant Director of Administration, the responsibilities of this classification include performing regular ongoing program review and evaluation and compiling statistical data and reports.

What You Should Bring

The ideal candidate possesses expertise in relevant quality assurance techniques, methodologies, and practices. They excel in leading and overseeing quality assurance and compliance activities, including audits, reviews, analysis, evaluation, documentation, and reporting. They are adept at devising plans, strategies, requirements, and metrics to uphold quality standards, utilizing data analysis to gain insight and offer suitable recommendations. Additionally, they demonstrate the ability to foster and sustain cooperative relationships with a broad range of internal and external stakeholders across all levels. Moreover, they exhibit a strong understanding of call centre operations for public safety call handling, with hands‑on experience in Computer-Aided Dispatch (CAD) systems.

The Opportunity

• Reviews and analyzes center operations for call‑taking, law enforcement, fire and emergency medical dispatching skills, and emergency medical protocols. Interprets findings and prepares and presents written evaluations and recommendations to department leadership.
• Reviews records for regulatory compliance, applying quality assurance measures to ensure compliance with nationally accepted standards and accreditation requirements involving law enforcement, fire and emergency medical services call handling and dispatching.
• Conducts records reviews, incident reporting, liability analysis, and consumer satisfaction data for the submission of various reports. Provides recommendations for technical training, operating procedural changes, and improvements that support the strategy of the department.
• Compiles statistical analysis and overall call assessment reviews that are discussed in monthly compliance review meetings with the City’s Medical Director.
• Coordinates with the training department to address quality concerns and quality assurance. Helps develop training bulletins and contributes to quality assurance section in the monthly newsletter.
• Investigates and responds to inquiries and complaints from internal and external law enforcement agencies, fire departments, attorneys, and the public. Reports findings and makes recommendations through appropriate channels.
• Provides witness testimony in criminal court hearings as a subject matter expert and custodian of records, when needed.

About the Department

The Department of Emergency and Customer Communications (DECC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments. Our highly trained staff of professionals always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, going above and beyond the call of duty to serve. Alexandria’s 9-1-1 center is accredited by the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA). Alexandria’s 9-1-1 center is one of only eight in Virginia to hold such accreditation. If you would like to review more about our department, please click the following link Emergency and Customer Communications.

• Associate ‘s degree or equivalent; and four years' relevant experience in a call center environment, including two years' experience in a supervisory capacity; or an equivalent combination of education, experience and training which provides the required knowledge, skills, and abilities.

• Familiarity with Computer-Aided Dispatch (CAD) systems and other call center technologies. Experience with call recording and evaluation software, as well as proficiency in using MS Excel or other data analysis tools.
• Excellent verbal and written communication skills are essential for conveying feedback, providing training, and collaborating with other departments or agencies.
• Prior experience working in emergency services or public safety, particularly in a 911 call center environment. This could include experience as a dispatcher, call taker, or supervisor.
• Proficiency in analyzing call data, identifying trends, and pinpointing areas for improvement is crucial. The ability to troubleshoot issues, devise solutions, and implement corrective actions to enhance call center performance.
• Experience in designing and implementing quality assurance processes specific to emergency call handling.
• Demonstrated leadership abilities, including the capacity to lead and manage a team of quality assurance specialists effectively.
• Experience in supervising staff, conducting performance evaluations, and providing feedback is advantageous.

This position requires the successful completion of pre-employment checks and medical testing including but not limited to a criminal history records check, fingerprinting, drug screening, vision and hearing exam, psychological and polygraph testing.