Public Safety Communications QA Lead

City of Alexandria, VA; 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

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