Quality Assurance Specialist

Summary / General Purpose: The Quality Assurance and Quality Improvement (QA/QI) Specialist is responsible for conducting, coordinating, monitoring, and supporting Quality Assurance and Quality Improvement activities within the Salt Lake Valley Emergency Communications Center (SLVECC). This position performs quality assurance evaluations related to emergency and non-emergency communications, including calltaking, dispatching, protocol compliance, customer service, and operational performance standards. The QA/QI Specialist reviews operational performance, analyzes trends, provides one‑on‑one coaching and constructive feedback, identifies opportunities for improvement, and collaborates with Operations, Training, Technical Services, and Leadership staff to support continuous organizational improvement initiatives. This position supports the agency’s commitment to accountability, professionalism, consistency, operational excellence, employee development, and continuous improvement while promoting compliance with agency policies, APCO/NENA standards, accreditation requirements, and industry best practices. Essential Duties and Responsibilities: Quality Assurance & Evaluation Functions Conduct objective quality assurance evaluations of emergency and non-emergency calls, Medical, Fire, and Police Emergency Dispatch (ED) call processing, radio transmissions, CAD documentation, and protocol compliance. Review employee performance for adherence to agency policies, procedures, protocols, customer service expectations, and operational standards. Ensure evaluation consistency, fairness, and objectivity through standardized QA/QI practices. Monitor compliance with APCO, NENA, agency, state, federal, accreditation, and other applicable standards. Document findings, observations, trends, commendable performance, and deficiencies accurately and objectively. Maintain accurate documentation of evaluations, feedback sessions, coaching activities, and QA/QI records. Quality Improvement Functions Identify operational risks, performance trends, recurring issues, and improvement opportunities. Analyze QA data and operational metrics to identify systemic gaps, individual coaching opportunities, and emerging performance patterns. Collaborate with Training staff to identify educational gaps, training deficiencies, and employee development needs. Assist with the development, implementation, and continuous improvement of Continuing Education and Continuous Dispatch Education (CDE) initiatives based on identified QA/QI trends, operational needs, and performance improvement opportunities. Recommend process, workflow, protocol, and operational improvements designed to improve service delivery and operational effectiveness. Assist with post‑training performance monitoring and employee development initiatives. Support agency efforts related to liability reduction, accreditation compliance, operational readiness, and organizational effectiveness. Participate in operational improvement initiatives related to quality assurance, training, customer service, and operational efficiency. Coaching & Professional Development Provide constructive, respectful, objective, and improvement‑focused feedback to Communications Officers and trainees. Assist with employee Performance Improvement Plans (PIPs) through quality assurance feedback, coaching support, and identified training recommendations. Support supervisors, trainers, and leadership staff with employee coaching, mentoring, corrective action recommendations, and development plans. Participate in performance review discussions and performance improvement initiatives as assigned. Maintain daily communications with personnel to ensure comprehension and proper utilization of dispatch protocols, software systems, agency standards, and local policies. Promote a non‑punitive, improvement‑focused QA/QI culture that encourages accountability and professional growth. Recognize exemplary employee performance and identify opportunities for continued development. Reporting & Data Analysis Compile statistical reports, trend analyses, quality metrics, and performance summaries. Track agency Key Performance Indicators (KPIs) and QA/QI performance measures. Prepare reports and presentations for Command Staff, Executive Leadership, operational meetings, committees, and review groups. Assist leadership with identifying recurring operational issues and recommending sustainable corrective actions based on QA/QI findings and operational trends. Administrative & Operational Responsibilities Participate in QA/QI Oversight Committee meetings, operational review groups, and partner agency committees as assigned. Assist with policy and procedure review related to quality assurance and continuous improvement initiatives. Remain current on public safety communications standards, technologies, protocols, accreditation requirements, and industry best practices. Maintain confidentiality of sensitive employee, operational, and agency information. Support cross‑divisional collaboration between Operations, Training, and Quality Assurance functions. Work operational assignments or Communications Officer functions during urgent staffing needs or emergency operational situations as assigned. Maintain regular and predictable attendance, including evenings, weekends, holidays, rotating shifts, and non‑traditional schedules as required. Perform additional duties as assigned. Working Conditions Work is performed in a fast‑paced Emergency Communications Center environment operating twenty‑four (24) hours per day, seven (7) days per week. Employees may be exposed to stressful, traumatic, emotionally intense, or critical incident situations involving emergency communications and life‑threatening events. The position requires extended periods of sitting, standing, typing, computer work, walking, and occasional lifting in an office and communications center environment. Ability to work flexible schedules, including evenings, weekends, holidays, overtime, rotating shifts, and non‑traditional hours to support operational and organizational needs is required. Minimum Qualifications and Experience Must have High School Diploma or G.E.D. Must have at least (5) five years of full‑time experience as an Emergency 9‑1‑1 Dispatcher. Must have at least four (4) years progressively responsible experience in Quality Assurance, training, operations support, employee development, or public safety communications operational support functions within an Emergency Communications Center. Prior experience in Quality Assurance, training, coaching, employee development, or operational improvement initiatives within a public safety communications environment preferred. Must have excellent writing skills, including spelling and grammar, and concise paraphrasing skills. Must have Quality Assurance/Quality Improvement in Emergency 9‑1‑1 Public Safety skill set. APCO Quality Assurance/Quality Assurance certification preferred. Must have CPR Certification. Must have Communications Training Officer (CTO) Certification. APCO (CTO) certification preferred. Must obtain APCO Certified Communications Manager (CCM) Certification within one year of hire. Must obtain CPR Instructor Certification within 6 months of hire. Must have Crisis Intervention (CIT) Training within 6 months of hire. Must have strong written and verbal communication skills, including spelling, grammar, reporting, paraphrasing, and presentation skills. Must have proficiency with Microsoft Office products, CAD systems, QA software platforms, call recording systems, and related public safety technologies. Must pass drug screen and background check. Technical and System Knowledge Knowledge of research methods, techniques, and/or sources of information. Knowledge of Emergency 9‑1‑1 communications systems, Computer‑Aided Dispatch (CAD) systems, call recording software, agency policies, operational procedures, and public safety communication processes. Superior attention to detail, analytical thinking, and effective communication skills in evaluating Dispatcher performance and delivering constructive feedback. Knowledge of APCO/NENA Quality Assurance Standards. Critical Interpersonal Skills Ability to communicate professionally, tactfully, and effectively with employees at all organizational levels. Ability to provide constructive feedback in a respectful, objective, and improvement‑focused manner. Ability to maintain professionalism during difficult conversations, conflict resolution, and performance‑related discussions. Strong active listening, coaching, mentoring, and interpersonal communication skills. Ability to maintain neutrality, fairness, confidentiality, and discretion regarding sensitive employee and operational matters. Ability to build collaborative working relationships across Operations, Training, and Leadership divisions. Ability to exercise emotional intelligence and professionalism in high‑stress or emotionally charged situations. Ability to support and promote a positive, accountable, and continuous improvement‑focused work environment. #J-18808-Ljbffr