Quality Assurance & Improvement Specialist

Department: Operations
Division: Center for Operational Readiness and Excellence (CORE)
Salary Range: $61,753.63–$83,906.51
Grade: ECTO Step Plan
FLSA Status: Non-Exempt
Date Created: August 3, 2026

Ready to Turn Insight Into Impact?

Are you passionate about improving emergency communications, developing others, and finding smarter ways to serve our communities? The Quality Assurance & Improvement Specialist may be the opportunity for you.

Operating under the CORE Excellence framework, the Quality Assurance & Improvement (QAI) Specialist uses data, observation, and operational expertise to strengthen human performance across NTECC. This position evaluates live and recorded emergency communications, identifies trends and areas of system friction, and provides timely, non-punitive, actionable feedback.

As a subject matter expert in quality assurance and improvement, the QAI Specialist helps employees grow, supports agency accountability, and transforms operational findings into meaningful training and service improvements. This position also remains connected to frontline operations by assisting with floor coverage as assigned.

What You’ll Do

Quality Assurance

• Conduct routine, random, and focused quality reviews of 9-1-1 calls, non-emergency administrative calls, and radio transmissions using applicable national, state, and agency standards.
• Audit 100% of low-frequency, high-acuity incidents—such as active threats, bomb threats, multi-jurisdictional pursuits, shootings, and stabbings—within 72 hours of occurrence.
• Audit 100% of incidents in which telecommunicator CPR (T-CPR) is activated.
• Provide employees with timely, constructive, and high-quality feedback.
• Prepare quality assurance reports, trend analyses, compliance reports, and management briefings.
• Evaluate operational proficiency holistically, including technical operations, tactical agility, and interpersonal skills.
• Review and recommend improvements to quality assurance processes, procedures, forms, and performance measures.
• Ensure quality assurance activities align with agency directives and applicable industry standards.

Quality Improvement

• Identify recurring training needs and collaborate with training personnel to address knowledge and skill gaps.
• Develop training materials, course curricula, briefings, simulations, and other learning resources based on identified trends and operational needs.
• Support professional growth and employee engagement through mentoring, coaching, and developmental feedback.
• Assist management in developing strategies that improve operational effectiveness and service quality.
• Present findings, trends, and recommendations to supervisory and executive staff.
• Provide staffing and workload recommendations based on call volume, performance data, and operational trends.
• Help turn quality findings into practical solutions that strengthen employees, systems, and service delivery.

Operational Support

• Perform the essential functions of any Emergency Communications assignment when required by operational needs, including accepting alternate duties or work assignments necessary to maintain uninterrupted emergency communications services.
• Provide professional emergency communications, dispatch, coordination, training, and support services while complying with applicable policies, procedures, confidentiality requirements, and public safety standards.
• Demonstrate the flexibility to work any assigned shift and respond effectively to changing operational demands.
• Perform other duties as assigned to support the mission and continuity of NTECC operations.

What You Bring to CORE

• Knowledge of quality assurance and quality improvement principles and practices.
• Knowledge of performance evaluation and auditing procedures.
• Knowledge of documentation and records-management practices.
• Demonstrated experience coaching and mentoring employees in a 9-1-1 emergency communications center.
• Strong organizational and time-management skills.
• Professional written and verbal communication skills.
• The ability to provide constructive feedback that supports learning, accountability, and improvement.
• The ability to maintain confidentiality, exercise sound judgment, and handle sensitive information appropriately.
• The ability to collaborate effectively with a diverse team.
• The ability to manage multiple priorities, respond to difficult situations, and remain professional and effective under time constraints and stressful circumstances.
• Knowledge of the NTECC service area, including streets, highways, jurisdictional boundaries, major thoroughfares, landmarks, businesses, and police and fire station locations and districts.
• The ability to operate standard and specialized public-safety hardware and software with speed and accuracy.
• Knowledge of state and federal laws, regulations, and statutes governing emergency-services dispatch.

Why This Role Matters

Every call, radio transmission, and operational decision is an opportunity to learn. The QAI Specialist helps NTECC turn those opportunities into stronger employees, more effective systems, and better service to the communities we support. If you enjoy connecting the dots, helping others succeed, and making meaningful improvements in public safety, we invite you to bring your experience to CORE.

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so qualified employees can perform the essential functions of the job. All listed qualifications, skills, knowledge, and abilities are considered essential and required.