Quality Analyst

Montgomery County PA; Eagleville (PA); On-site; USD 65,000 - 92,000; Full time

Job summary

Montgomery County PA is seeking a Quality Analyst to lead the Division’s Quality Assurance program for Telecommunicators and to act as the main liaison during QA review conferences. Candidate should have strong interpersonal skills and be self-motivated, organized, and capable of fostering a positive work environment.

Required: high school diploma; multiple APC certifications; ENP within 18 months; 5+ years in public safety communications; valid driver's license.

Qualifications

• Requires high school diploma or equivalent; bachelor’s preferred.
• Must obtain APC certifications within 6 months; ENP within 18 months.
• Must maintain certifications per county and state regulations.
• No criminal convictions restricting access to justice systems.
• Valid driver’s license required.

Responsibilities

• Lead QA reviews for telecommunicators and QA conferences.
• Maintain and improve the Division’s Quality Assurance program.
• Serve as primary contact with employees during QA review conferences.
• Coordinate training and mentorship to improve performance.

Skills

Public safety communications

Emergency dispatch

Leadership

Public speaking

Training/mentoring

Communication skills

Organizational skills

Time management

MS Office

Education

Bachelor's degree preferred (Public Safety Administration, Management, Emergency Management, Public Administration, Business Administration, Criminal Justice, Fire Science)

High school diploma or equivalent

APCO Public Safety Telecommunicator Certification

APCO Emergency Medical Dispatch Certification

APCO Fire Service Communications Certification

APCO Communications Training Officer Certification

ENP Certification within 18 months

Valid driver's license

Tools

Computer-aided dispatch systems

Radio communications systems

Telephony systems

Microsoft Office Suite (Outlook, Word, Excel, Teams)

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.