Quality Assurance Specialist; Public Safety Communications

Dhaka Technologies Limited Company | Contract

Washington, United States | Posted on 02/20/2026

Dhaka Technologies Limited is seeking an experienced Quality Assurance Specialist to support a District of Columbia Government client within a Public Safety Answering Point (PSAP) / Emergency Communications Center (ECC). This role provides operational oversight and independent evaluation of call center performance. The selected candidate willmonitoremployee and supervisory performance, conduct audits and compliance reviews, and compile statistical data and reports to ensure adherence toestablishedquality standards and operational procedures.

• Monitor and evaluate the performance of call-taking and dispatch personnel, as well as supervisory staff.
• Conduct independent quality assurance reviews of operational processes and compliance standards.
• Perform audits, evaluations, and documentation reviews to ensure adherence to established procedures and regulatory requirements.
• Compile and analyze statistical performance data and prepare detailed reports.
• Develop quality assurance plans, strategies, and performance metrics to maintain operational standards.
• Identify performance trends, operational gaps, and areas for improvement.
• Provide recommendations based on analysis to enhance service delivery and compliance.
• Maintain collaborative working relationships with internal staff, supervisors, and external stakeholders.

• Minimum four (4) years of relevant experience in a call center environment.
• At least two (2) years of experience in a supervisory capacity.
• Equivalent combinations of education, training, and experience may be considered.
• Strong knowledge of quality assurance methodologies, techniques, and best practices.
• Demonstrated ability to lead and manage quality assurance and compliance-related activities, including audits, evaluations, documentation, and reporting.
• Ability to develop performance measurement frameworks and analyze data to generate actionable recommendations.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to establish and maintain effective working relationships across multiple levels of the organization.
• Solid understanding of public safety call center operations, including hands-on experience with Computer-Aided Dispatch (CAD) systems.

All contract personnel must comply with applicable District of Columbia government policies and procedures, including human resources and progressive discipline standards. Work is performed onsite at the designated DC government facility.