Quality Assurance & Improvement Specialist

Job Details

Job Location: Main Office - Carrollton, TX 75007

Position Type: Full Time

Department: Operations

Division: Center for Operational Readiness and Excellence (CORE)

Salary Range: $61,753.63–$83,906.51

Grade: ECTO Step Plan

FLSA Status: Non-Exempt

Date Created: August 3, 2026

• Conduct routine, random, and focused quality reviews of 9-1-1 calls, non-emergency administrative calls, and radio transmissions using applicable national, state, and agency standards.
• Audit 100% of low-frequency, high-acuity incidents—such as active threats, bomb threats, multi-jurisdictional pursuits, shootings, and stabbings—within 72 hours of occurrence.
• Audit 100% of incidents in which telecommunicator CPR (T-CPR) is activated.
• Provide employees with timely, constructive, and high-quality feedback.
• Prepare quality assurance reports, trend analyses, compliance reports, and management briefings.
• Evaluate operational proficiency holistically, including technical operations, tactical agility, and interpersonal skills.
• Review and recommend improvements to quality assurance processes, procedures, forms, and performance measures.
• Ensure quality assurance activities align with agency directives and applicable industry standards.

• Identify recurring training needs and collaborate with training personnel to address knowledge and skill gaps.
• Develop training materials, course curricula, briefings, simulations, and other learning resources based on identified trends and operational needs.
• Support professional growth and employee engagement through mentoring, coaching, and developmental feedback.
• Assist management in developing strategies that improve operational effectiveness and service quality.
• Present findings, trends, and recommendations to supervisory and executive staff.
• Provide staffing and workload recommendations based on call volume, performance data, and operational trends.
• Help turn quality findings into practical solutions that strengthen employees, systems, and service delivery.

• Perform the essential functions of any Emergency Communications assignment when required by operational needs, including accepting alternate duties or work assignments necessary to maintain uninterrupted emergency communications services.
• Provide professional emergency communications, dispatch, coordination, training, and support services while complying with applicable policies, procedures, confidentiality requirements, and public safety standards.
• Demonstrate the flexibility to work any assigned shift and respond effectively to changing operational demands.
• Perform other duties as assigned to support the mission and continuity of NTECC operations.

• Knowledge of quality assurance and quality improvement principles and practices.
• Knowledge of performance evaluation and auditing procedures.
• Knowledge of documentation and records-management practices.
• Demonstrated experience coaching and mentoring employees in a 9-1-1 emergency communications center.
• Strong organizational and time-management skills.
• Professional written and verbal communication skills.
• The ability to provide constructive feedback that supports learning, accountability, and improvement.
• The ability to maintain confidentiality, exercise sound judgment, and handle sensitive information appropriately.
• The ability to collaborate effectively with a diverse team.
• The ability to manage multiple priorities, respond to difficult situations, and remain professional and effective under time constraints and stressful circumstances.
• Knowledge of the NTECC service area, including streets, highways, jurisdictional boundaries, major thoroughfares, landmarks, businesses, and police and fire station locations and districts.
• The ability to operate standard and specialized public-safety hardware and software with speed and accuracy.
• Knowledge of state and federal laws, regulations, and statutes governing emergency-services dispatch.

• Education: High school diploma or GED equivalent.
• Experience: Three (3) year's experience as a Public Safety Telecommunicator, Communications Supervisor, Communications Training Officer, Quality…