Quality Assurance Specialist - Public Safety Communications - 911CC

Job Description

Job Description

Quality Assurance Specialist – Public Safety Communications

Location: Washington, DC
Employment Type: Contract

Position Overview

A public safety communications organization in Washington, DC is seeking a Quality Assurance Specialist to provide operational oversight and performance evaluation within a call center environment. This role supports continuous improvement efforts by independently reviewing employee and supervisory performance, compiling operational data, and producing analytical reports to support compliance and quality standards.

Key Responsibilities

• Monitor and evaluate performance of call center employees and supervisors
• Conduct independent reviews of operational processes to ensure quality and compliance
• Perform audits, assessments, and performance analyses
• Compile, analyze, and report statistical and operational data
• Document findings and develop reports to support leadership decision-making
• Identify trends, risks, and improvement opportunities within operations
• Support quality improvement initiatives through data-driven recommendations

Minimum Education & Experience

• Associate’s degree or equivalent
• Minimum 4 years of relevant experience in a call center environment
• Minimum 2 years of supervisory experience
• Equivalent combinations of education, training, and experience will be considered

Required Skills & Abilities

• Knowledge of quality assurance methodologies, tools, and best practices
• Ability to lead and manage quality assurance and compliance activities
• Experience conducting audits, reviews, evaluations, documentation, and reporting
• Ability to develop QA strategies, metrics, and performance measurements
• Strong analytical skills with the ability to interpret data and make actionable recommendations
• Ability to establish and maintain effective working relationships across all organizational levels
• Working knowledge of public safety call center operations, including Computer-Aided Dispatch (CAD) systems