Quality Assurance Specialist

Overview

The Quality Assurance Support Specialist reports directly to the Training Manager and oversees all Quality Assurance Processes within the agency. The position reviews data from the 911 computer systems and audio recordings for purposes of quality assurance; acts as subject matter expert in all policies and procedures as it relates to International Academy of Emergency Dispatch (IAED); provides support, leadership, and guidance to all emergency dispatchers in the use of Emergency Medical, Police, and Fire protocols.

This role will also provide support in the training process and operational needs of the center.

• Uses AQUA software to conduct random and special case review per the standards set forth by IAED to measure protocol compliance;
• Creates and maintains policies for emergency dispatchers to follow for protocol compliance;
• Responsible for the organization, filing, and appropriate distribution of all quality improvement findings, data, and recommendations;
• Analyzes and identifies trends in performance and notifies management for the need of training or changes;
• Works toward IAED Accreditation for our agency with each specific protocol;
• Coaches and provides feedback to emergency dispatchers on case reviews and quality improvement reports;
• Collaborates with Communications Training Manager to manage and coordinate program development for emergency dispatcher training and continuing education;
• Acts as the liaison between all other aspects of the agency in matters relating to emergency dispatcher issues, such as feedback to operations;
• Flexible midshift schedule to assist in the coverage of shifts during peak hours and when required;
• Performs other related job duties as assigned.

Education: High School Diploma or G.E.D. required. Associate's degree or further education preferred.

Experience: Must have three (3) years' experience as a Telecommunicator. Prior knowledge and experience with public safety and local government services. Proficient at using the AQUA program and recording systems. Prior knowledge of emergency services' terminology and procedures are a plus.

Computer

Skills:

Must have a basic to intermediate functional knowledge of computers.

License/Credentials: Possession of a valid NC driver's license. Current IAED certification as an emergency dispatcher for the protocol in which they will be performing case review. Current Compliant level within call processing. Must be a certified Communications Training Officer (CTO). Completion of an IAED-certified ED-Q and AQUA courses or completion of classes as soon as they are offered. Thorough knowledge of CAD, DCI, International Academies of Emergency Dispatch, NC Office of Emergency Medical System and knowledge of FEMA courses, requirements and certifications.

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Analytical – Ability to analyze statistical data, keep accurate records and complete reports.
• Confidentiality – Ability to distinguish confidential information and maintain the sensitive nature of the information.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Concentration, Ability to concentrate on tasks through many distractions.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Empathetic - Ability to appreciate and be sensitive to the feelings of others.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
• Judgment – Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
• Multitasker – Ability to multi-task in a fast-paced environment.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with…