Salary: $67,508.74 - $118,799.46 Annually
Location : Alexandria, VA
Job Type: Full-Time
Job Number:Department: Department of Emergency Communications
Division: OPERA
Opening Date: 10/21/2026
Closing Date: 11/4/2026 11:59 PM Eastern
Bargaining Unit: N/A
Emergency Communications Quality Assurance Manager(This position is open to current City employees only)An Overview The Emergency Communications Quality Assurance Manager provides operational support, monitoring the performance of employees and supervisors providing independent review and evaluation of department operations and staff and promoting sustained high-level service to the community and emergency responders. Under the general supervision of the department's Assistant Director of Administration, the responsibilities of this classification include performing regular ongoing program review and evaluation and compiling statistical data and reports.
What You Should BringThe ideal candidate possesses expertise in relevant quality assurance techniques, methodologies, and practices. They excel in leading and overseeing quality assurance and compliance activities, including audits, reviews, analysis, evaluation, documentation, and reporting. They are adept at devising plans, strategies, requirements, and metrics to uphold quality standards, utilizing data analysis to gain insight and offer suitable recommendations. Additionally, they demonstrate the ability to foster and sustain cooperative relationships with a broad range of internal and external stakeholders across all levels. Moreover, they exhibit a strong understanding of call center operations for public safety call handling, with hands-on experience in Computer-Aided Dispatch (CAD) systems.
The Opportunity - Reviews and analyzes center operations for call-taking, law enforcement, fire and emergency medical dispatching skills, and emergency medical protocols. Interprets findings and prepares and presents written evaluations and recommendations to department leadership.
- Reviews records for regulatory compliance, applying quality assurance measures to ensure compliance with nationally accepted standards and accreditation requirements involving law enforcement, fire and emergency medical services call handling and dispatching.
- Conducts records reviews, incident reporting, liability analysis, and consumer satisfaction data for the submission of various reports. Provides recommendations for technical training, operating procedural changes, and improvements that support the strategy of the department.
- Compiles statistical analysis and overall call assessment reviews that are discussed in monthly compliance review meetings with the City's Medical Director.
- Coordinates with the training department to address quality concerns and quality assurance. Helps develop training bulletins and contributes to quality assurance section in the monthly newsletter.
- Investigates and responds to inquiries and complaints from internal and external law enforcement agencies, fire departments, attorneys, and the public. Reports findings and makes recommendations through appropriate channels.
- Provides witness testimony in criminal court hearings as a subject matter expert and custodian of records, when needed.
About the DepartmentThe Department of Emergency and Customer Communications (DECC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments. Our highly trained staff of professionals always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, going above and beyond the call of duty to serve. Alexandria's 9-1-1 center is accredited by the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA). Alexandria's 9-1-1 center is one of only eight in Virginia to hold such accreditation. If you would like to review more about our department, please click the following link
Minimum & Additional Requirements Associate 's degree or equivalent; and four years' relevant experience in a call-center environment, including two years' experience in a supervisory capacity; or an equivalent combination of education, experience and training which provides the required knowledge, skills, and abilities.
Preferred Qualifications Familiarity with Computer-Aided Dispatch (CAD) systems and other call center technologies. Experience with call recording and evaluation software, as well as proficiency in using MS Excel or other data analysis tools.
Excellent verbal and written communication skills are essential for conveying feedback, providing training, and collaborating with other departments or agencies.
Prior experience working in emergency services or public safety, particularly in a 911 call center environment. This could include experience as a dispatcher, call taker, or supervisor.
Proficiency in analyzing call data, identifying trends, and pinpointing areas for improvement is crucial. The ability to troubleshoot issues, devise solutions, and implement corrective actions to enhance call center performance.
Experience in designing and implementing quality assurance processes specific to emergency call handling.
Demonstrated leadership abilities, including the capacity to lead and manage a team of quality assurance specialists effectively.
Experience in supervising staff, conducting performance evaluations, and providing feedback is advantageous.
NotesThis position requires the successful completion of pre-employment checks and medical testing including but not limited to a criminal history records check, fingerprinting, drug screening, vision and hearing exam, psychological and polygraph testing.
We are proud to welcome you to explore the City of Alexandria's excellent benefits and programs!
The benefits referenced on this site, may be changed from time to time without notice. Temporary and some part-time positions are not eligible for these benefits. For further information, please contact the Talent Acquisition Team of Human Resources at
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I understand that failure to complete the "Education" and "Work Experience" sections thoroughly and accurately on my application and the "Supplement Questionnaire" will result in my application being rejected.
02
Do you have an associate degree?
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Please list any certifications relevant to emergency communications or quality assurance processes you possess.
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Do you have supervisory experience working in a Call Center environment?
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Briefly describe your experience leading quality assurance processes in emergency call handling.
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Do you have experience analyzing data for the purpose of identifying areas for improvement in call center operations?
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If you answered yes yes to question 6, briefly describe your experience.
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What do you believe are the most important factors for maintaining quality in a 911 call center?
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Please describe how a Quality Assurance Program can improve an agency's ability to serve the public?
Required Question
