Quality Assurance Analyst

The Quality Assurance Analyst performs specialized work monitoring and reviewing 911 calls to ensure proper processes and protocols are followed. This position plays a pivotal role in ensuring the success and continued improvement of the dispatch services provided. The 911 communication center provides 24-hour emergency and non-emergency call taking and dispatching services for law enforcement, fire and emergency medical services. Work is performed under general direction of the Administrative Services Manager.

To be successful in this position, an individual must be able to perform the following essential job functions with or without reasonable accommodation:

• Supports and upholds the organization’s mission, vision, values, goals, objectives, priorities, strategies, services and programs.
• Adheres to federal, state, and local laws and follows organization policies and procedures.
• Establishes and implements Quality Assurance program aligning with industry and organization standards.
• Conducts random and special case reviews to measure compliance to standards, policies, procedures, and/or protocols. Evaluates 9-1-1 services through a combination of data collection.
• Evaluates phone, radio, and CAD transmissions to ensure appropriate delivery of service to the public is provided in an efficient, accurate, and expeditious manner and that resources are being utilized.
• Document quality assurance matters and identify trends in a timely manner and makes notifications to the Administrative Services and Operations Manager of any issues that could involve liability to the Telecommunicator, and/or the 9-1-1 center.
• Analyze and evaluate data from audit criteria and compile into summaries and reports. Communicate results of QA review to employee’s direct Supervisors.
• Organizes, files, and distributes quality improvement data, findings, and recommendations.
• Use a standard set of written guidelines that clearly identify and explain specific expectations to evaluate the Telecommunicators’ performance.
• Searches data, compiles data and classifies information in accordance with Public Records Act. Responds to discovery and Public Records requests in a timely, accurate manner and works in strong collaboration with staff. Provides general and/or confidential services while responding to inquiries and requests.
• Provides administrative support for accreditation programs.
• Serves as the back-up to the Lead Computer Aided Dispatch and ACCESS Coordinator (TAC).
• Performs work with regular and predictable attendance.
• Performs other duties as assigned.

• High School Diploma or GED
• Two years of full-time public safety communications experience, such as police, fire and medical dispatching and call taking in the capacity of telecommunicator, supervisor, or trainer, is desired.
• Any combination of education and experience will be reviewed.
• Must successfully complete and pass a pre-employment background investigation.

• Comprehensive knowledge of 9-1-1 operations, standard practices, equipment, technologies, services, programs, and trends as well as federal, state, and local laws and regulations applicable to 9-1-1 operations
• Knowledge of law enforcement, fire, and EMS dispatch systems and equipment for Computer Aided Dispatch (CAD), phones, mapping equipment, radios, phone systems with ANI/ALI and hearing-impaired TTY capabilities, emergency response radio systems, Enhanced 9-1-1, recorder and tape reproduction, and ability to navigate all systems proficiently.
• Current or previous Washington State Public Safety Telecommunication Certification is desired
• Washington State Patrol ACCESS Level I and II Certification
• Criteria Based Medical Dispatch
• NIMS IS-100 and IS-700 Certification
• Ability to work and complete duties under stress and within…