Quality Assurance Manager

QUALITY ASSURANCE MANAGER
DEPARTMENT OF EMERGENCY COMMUNICATIONS
CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Quality Assurance Manager within the Department of Emergency Communications. The Quality Assurance Manager will provide quality assurance (QA), quality improvement (QI), and public education support to the Regional Communications Center which oversees 911, 311 and Emergency Management. Under the supervision of the Deputy Director of Emergency Management, the QA Manager is responsible for the creation, development, deployment, and ongoing operation of a comprehensive quality assurance and quality improvement program to ensure that products and/or services are consistently meeting City standards and working correctly and efficiently.

The work schedule will consist of Monday-Friday, with the ability to flex the work schedule based on the needs of the overall QA/QI program and Public Education efforts.

Bilingual applicants are encouraged to apply.

• Maintain, evaluate, and update the formal QA/QI program and assist in the development and revision of policies governing 911 call‑taking operations, and quality standards.
• Establish objective performance metrics and scoring criteria aligned with agency policies and industry standards.
• Identify trends, performance gaps, and training needs through data analysis and call review.
• Prepare, review and edit various documents and analytical reports.
• Monitor and evaluate incoming and outgoing telephone calls to ensure that delivery of services provided to citizens meets or exceeds expectations, that resources are being utilized appropriately, and to address complaints, failures, and mistakes expeditiously.
• Monitor and evaluate two‑way radio traffic transmissions to ensure conformity with policies, procedures, and practices.
• Create, develop, and distribute public education materials.
• Create, develop, and oversee a public education and awareness team consisting of current telecommunicators who will attend events and functions, provide materials, present demonstrations, lead classes, and more.
• Recommend and consult on training programs and classes, and other initiatives for the department as needed.
• Work collaboratively with supervisors, managers, and line staff to foster a culture of accountability and continuous improvement.
• Assist in disaster preparation for the Emergency Management Division when large scale emergencies occur.
• Other duties as assigned.

• Demonstrated computer proficiency; proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Knowledge of quality assurance best practices.
• Familiarity with two‑way radio.
• Excellent verbal and written communications skills.
• Strong organizational skills and flexibility.
• Detail oriented with a high degree of accuracy.
• Ability to self‑direct.
• Ability to maintain confidentiality.
• Ability to complete projects with limited supervision.
• Ability to work independently and as part of a team.
• Regular onsite attendance is required.
• Ability to coordinate and facilitate projects and meetings with partners to effectively accomplish department goals.
• Ability to establish and maintain professional relationships with diverse and vulnerable populations, and organizations.
• Ability to drive sport utility or pick‑up type vehicles with trailers.
• Ability to work in an outside environment.

• Bachelor's Degree in Criminal Justice, Business Management, Public Administration, or a related field.
• Three (3) years of experience as a public safety telecommunicator;
  • An equivalent combination of education, training and five (5) years of related experience which provide the required knowledge, skills and abilities to perform the required duties of the position will be considered in lieu of the above‑mentioned requirements.
• Certification to perform as a 9‑1‑1 telecommunicator as prescribed by the MA State 911 Department.
• Must complete formal Quality Assurance and Improvement Training Program within twelve (12) months of hire.
• Successful results of CORI and FBI fingerprint check.
• Valid driver's license and access to reliable…