Quality Analyst

Montgomery County, PA; Eagleville (PA); On-site; USD 70,000 - 90,000; Full time

Job summary

Montgomery County, PA is seeking a Quality Analyst to continue the Division’s Quality Assurance and Improvement program for Telecommunicators. The role requires strong interpersonal and dialogue skills, self-motivation, organization, and a proactive approach to maintaining a positive working environment.

Education includes a high school diploma plus a bachelor’s degree in related fields; multiple APCO certifications are required or to be obtained.

Qualifications

• 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 related field preferred.
• Equivalent combination of education and experience may be substituted.
• Must obtain APCO Public Safety Telecommunicator Certification, APCO Emergency Medical Dispatch Certification, APCO Fire Service Communications Certification, APCO Communications Training Officer Certification within six months.
• Must obtain ENP Certification within eighteen months.
• Must be able to obtain and maintain certifications required by Montgomery County and regulatory agencies.
• No criminal convictions that would prohibit access to criminal justice systems or hinder duties.
• Must possess valid driver’s license and reliable transportation.

Responsibilities

• Continue the Division’s Quality Assurance and Improvement program for Telecommunicators.
• Serve as the primary point of contact with employees during QA review conferences.

Skills

Leadership

Public speaking

Written communication

Training coaching

Organizational skills

Problem solving

Microsoft Office

Education

Bachelor's degree in Public Safety Administration

High school diploma or equivalent

APCO Certifications (Telecommunicator, EMS Dispatch, Fire Service Communications, Training Officer)

ENP Certification (within 18 months)

Valid driver’s license

Background check clearance

Tools

Microsoft Office Suite

Job description

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.

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.

• 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.