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QA/QI Program Specialist

2 months ago

Los Lunas, United States Valencia Regional Emergency Communications Center Full time
Job DescriptionJob DescriptionSalary: Starting $21.83 hourly DOE

POSITION CLOSES ON JUNE 21, 2024, AT 5:00 PM.

 

Make a Difference in a 9-1-1 Call Center Quality: Quality Assurance/Quality Improvement Program Specialist


Are you passionate about ensuring exceptional customer service? Do you have a keen eye for detail and a talent for providing constructive feedback? If so, we have the perfect opportunity for you


Join our team as a Quality Assurance/Quality Improvement Program Specialist and play a vital role in elevating our 9-1-1 call center operations. In this role, you'll be responsible for objectively evaluating Telecommunicator performance to identify areas for growth and continuous improvement.


Here's what you'll do:

  • Review calls and analyze data to assess Telecommunicator performance.
  • Provide clear and actionable feedback to help Telecommunicators reach their full potential.
  • Maintain a smooth-running quality assurance program and recommend improvements for ongoing effectiveness.


We're looking for someone who:

  • Possesses strong analytical skills and a commitment to fair and accurate assessment.
  • Thrives in a data-driven environment and enjoys identifying trends.
  • Can provide constructive feedback that motivates and empowers others.
  • Has a keen eye for detail and a commitment to quality.


Ready to make a positive impact?

If you're a detail-oriented professional with a passion for quality and helping others succeed, we encourage you to apply


Full Job Description Below:


Summary:

Under the direction of the Human Resources Manager, the Quality Assurance/Quality Improvement Program Specialist is responsible for ensuring the quality of call center operations by objectively evaluating Telecommunicator performance. They will review calls, analyze data, and provide feedback to identify areas for improvement. The ideal candidate possesses strong analytical skills and a commitment to fair and accurate assessment. They will also play a key role in program administration, ensuring its smooth operation and recommending improvements.


Essential Job Functions: Essential function, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class.

  • Evaluate Telecommunicator Performance:
    • Select calls for review based on agency guidelines.
    • Review call recordings and related documents.
    • Rate calls using established criteria.
    • Document evaluation results.
  • Identify Performance Trends:
    • Analyze individual and overall call data to identify positive and negative trends.
  • Provide Performance Feedback:
    • Offer constructive feedback to Telecommunicators on their performance.
  • Recommend Performance Improvement:
    • Develop recommendations for improvement, such as additional training, updated directives, coaching, or commendations.
  • Manage QA/QI Program Administration:
    • Prepare required reports.
    • Manage program records according to regulations.
    • Provide budget recommendations.
    • Brief management as needed.
    • Participate in meetings and agency assignments.
    • Report and troubleshoot faulty QA equipment.
    • Evaluate and update the QA process based on agency guidelines.
  • Assist with fulfilling Inspection for Public Records Act (IPRA) requests as necessary.
  • Representing VRECC at court regarding IPRA requests as necessary.
  • Attend job-related training and complete require education to maintain certifications and keep up to date with knowledge in the industry.
  • Perform other duties as assigned or required.


Supervisory Authority:

This position is a non-supervisory position.


Knowledge and Skills:

  • Knowledge of:
    • VRECC’s mission, core values, and expectations.
    • VRECC’s performance and quality assurance standards.
    • VRECC written directives and documentation procedures.
    • Emergency communications operations.
    • Employee rights and confidentiality.
    • Agency's geographic jurisdiction and relevant industry terminology.
    • Quality assurance tools.
    • Training and Quality Assurance liability issues.
  • Skills:
    • Excellent active listening and interpersonal communication skills.
    • Strong analysis, critical thinking, and problem-solving skills.
    • Strong coaching and mentoring skills.
    • Strong computer skills and technical troubleshooting.
    • Excellent written and verbal communication.
    • Excellent multi-tasking, organization, and time management skills.
    • Excellent observation and research skills.
    • Strong stress management skills.
    • Ability to function well in a high-paced and stressful environment.
    • Proficient with Microsoft Office Suite or related software.


Minimum Qualifications:

  • Must pass a national fingerprint-based criminal history record check with no criminal convictions every five (5) years of employment.
  • Must have a minimum of two (2) years of Public Safety Telecommunicator experience; OR must have a minimum of four (4) years related public safety experience AND one (1) year supervisory experience.
  • Must possess or obtain a valid New Mexico driver’s license.
  • Must possess a high school diploma or equivalent.
  • Must be physically and mentally capable of handling duties.
  • Must be able to work irregular hours, at times with short notice.
  • Must pass CritiCall computer-based assessment.
  • Must complete and maintain operator qualifications for NCIC/NMLETS.
  • Must complete Emergency Medical Dispatch training (EMD).
  • Must possess an EMD license through New Mexico’s Emergency Medical Services Bureau or obtain with three (3) months of hire.
  • Must complete New Mexico Telecommunicator Academy within one year or possess a New Mexico Department of Public Safety (DPS) Telecommunicator Certification.
  • Must complete Advanced Training for Continuing Education required by N.M. Stat. § 29-7C-1 [29-7C-1 through 29-7C-9].
  • Must have completed Communications Training Officer training or must complete within six (6) months of hire.


Preferred Qualifications

  • Prior supervisory experience.
  • Proficiency in Spanish.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear. The employee may be required to live up to fifteen (15) pounds at times. The employee must be able to sustain prolonged periods of sitting at a desk and working on a computer.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, which is an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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