Quality Assurance Specialist

Overview

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 call taking, 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.

• 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.

• 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.

• 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.

• 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.

• 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…