Quality Analyst

Montgomery County, PA; Eagleville (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Montgomery County, PA is seeking a Quality Analyst to lead the ongoing QA/QI program for Telecommunicators and act as the main liaison during QA review conferences.

The role requires strong interpersonal skills, self-motivation, and the ability to contribute to a positive work environment. A relevant public safety background and certifications are required or will be pursued post-appointment.

Qualifications

• A high school diploma or equivalent is required.
• Bachelor’s degree preferred in related field; equivalent experience may be substituted.
• Must obtain APCO Public Safety Telecommunicator, APCO EMS Dispatch, APCO Fire Service Communications, and APCO CT O certifications within the specified timelines.
• Must obtain ENP certification within 18 months of appointment.
• Must be able to obtain and maintain all certifications required by the department and applicable regulatory agencies.
• No criminal convictions preventing access to criminal justice systems or job duties.
• Must possess a valid driver’s license and reliable transportation.

Responsibilities

• Ensure QA/QI reviews and reports are completed per the Division’s QA/QI program and State guidelines.
• Schedule QA/QI review conferences with each active telecommunicator.
• Document and communicate findings of reviews, noting commendations and needed improvements.
• Assist in the investigative process of complaints as directed.
• Maintain QA/QI program files and secure sensitive documentation.
• Recommend and implement changes to QA/QI reporting to improve efficiency.
• Assist with creation, organization, and enforcement of Division policies.
• Exercise independent judgment and develop improved QA techniques and methods.
• Assist with training programs including classroom and remedial training.
• Support recruitment efforts as necessary.
• Collaborate with the Professional Standards Office to enhance QA programs.
• Perform other related duties as assigned.

Skills

Public safety communications

Emergency dispatch

Leadership

Training and mentoring

Communication skills

Microsoft Office Suite

Analytical thinking

Policy and compliance knowledge

Education

Bachelor’s degree in Public Safety Administration or related field

High school diploma or equivalent

Equivalent combination of education and experience

Tools

Microsoft Office

Job description

Posting number: 26-470

Department: Public Safety - Emergency Comm

Job classification: Quality Analyst

Posting type: Open

Categories: 911 Telecommunications

Summary

The Quality Analyst is primarily responsible for continuing the Division’s Quality Assurance and Improvement program for Telecommunicators and to serve as the primary point of contact with employees during QA review conferences. He/she has strong interpersonal and dialogue skills, is self-motivated, organized and known to contribute to a positive working environment.

Examples of duties

• Ensures that phone and radio traffic quality assurance reviews and reports are completed as required by the Division’s QA/QI program and State guidelines.
• Schedules QA/QI review conferences with each active telecommunicator.
• Effectively documents and communicates the findings of phone and radio reviews, emphasizing both the areas of commendation and needed improvement, utilizing the standard of practice within the QA/QI program. Recommends escalated disciplinary action to the QA/QI Coordinator when needed.
• Assists in the investigative process of complaints when assigned, and as directed.
• Maintains the QA/QI program files and ensures the security of all personnel sensitive documentation.
• Recommends and implements changes to QA/QI reporting and documentation processes to improve the efficiency of the program.
• Assists with the creation, organization, implementation, and enforcement of Division policies when assigned, and as directed.
• Considerable latitude for independent judgment, initiative, leadership, and resourcefulness on quality assurance matters and reporting systems; adapting existing guidelines and precedents to specific situations and developing new or improved techniques and methods of obtaining effective results.
• Assists with training program including, but not limited to, classroom and remedial training.
• Supports recruitment efforts as necessary or assigned.
• Collaborates and interacts with members of the Professional Standards Office to support, enhance, and promote the effectiveness of ongoing training and QA/QI programs and initiatives.
• Performs other related duties as necessary or assigned.

Qualifications

Education and Credentials

• High school diploma or equivalent required.

• Bachelor’s degree in Public Safety Administration or Management, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Science, or another related field preferred.
• An equivalent combination of education and experience may be substituted.
• Must possess, or obtain within six (6) months of appointment:
  • APCO Public Safety Telecommunicator Certification
  • APCO Emergency Medical Dispatch Certification
  • APCO Fire Service Communications Certification
  • APCO Communications Training Officer Certification
• Must possess, or obtain within eighteen (18) months of appointment:
  • NENA Emergency Number Professional (ENP) Certification
• Must be able to obtain and maintain all certifications required by Montgomery County, the Commonwealth of Pennsylvania, and applicable regulatory agencies.
• No criminal convictions that would prohibit access to criminal justice systems or prevent the satisfactory performance of job duties.
• Must possess a valid driver’s license and reliable transportation.

Experience and Skills

• Minimum of five (5) years of progressively responsible experience in public safety communications, emergency dispatching, or a closely related field.
• Thorough knowledge of public safety communications operations, computer-aided dispatch systems, radio communications systems, telephony systems, and emergency communications technologies.
• Knowledge of federal, state, and local laws, regulations, standards, and best practices applicable to emergency communications operations.
• Experience in teaching, coaching, mentoring, evaluating, and serving as a role model and team member.
• Strong leadership, decision-making, organizational, conflict resolution, and problem-solving skills.
• Ability to establish goals, objectives, and instructional guidelines to support employee development.
• Ability to effectively manage multiple tasks and priorities simultaneously while maintaining accuracy and attention to detail.
• Ability to effectively present training material using a variety of public speaking and/or learning techniques.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, Teams, and other business applications; and the ability to adapt to new software, systems, and technology as needed.
• Ability to establish and maintain effective working relationships with all agency staff, other administrative officials, public safety partners, and the public.

Supplemental information

• Regularly required to stand; walk; see; talk and hear.
• Significant and repeated use of keyboards, computer workstations, telephones, radio consoles, and other communications equipment.
• Ability to occasionally lift and move materials weighing up to 25 pounds.
• Exposure to stressful situations involving emergency incidents, critical events, and interactions with distressed or emotional callers.
• Ability to work flexible hours when required, including evening hours and weekends.
• Designated as essential personnel and required to report to work regardless of weather conditions.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.