Emergency Communications Quality Assurance Manager

City of Alexandria, Virginia; Alexandria (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

The City of Alexandria, VA seeks an Emergency Communications Quality Assurance Manager to oversee QA for 911 operations, dispatch, and related emergency services. The role focuses on reviewing performance, compiling reports, and driving improvements in call-taking, dispatch accuracy, and regulatory compliance.

Ideal candidates bring CAD experience, proficiency with call recording/evaluation software, and strong leadership to coordinate training and quality assurance across departments and

Qualifications

• Associate's degree or equivalent required with strong QA background.
• Experience in call centers including supervisory responsibilities.
• Familiarity with CAD systems and call-handling technologies.

Responsibilities

• Reviews and analyzes center operations for call-taking and dispatching.
• Interprets findings and presents written evaluations and recommendations.
• Ensures regulatory compliance and quality assurance across departments.
• Compiles statistical analyses and supports monthly compliance reviews.
• Coordinates training to address quality concerns and performance improvements.
• Investigates inquiries and provides evidence-based recommendations.

Skills

Verbal and written communication

Leadership

Quality assurance methods

Call center operations knowledge

Emergency/public safety experience

Education

Associate's degree or equivalent

Tools

CAD systems

Call recording software

Excel

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 center 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.