QA/QI Specialist

Job Description:

QA/QI Specialist

Description

12 Months, Full-Time

Exempt, Pay Grade 34

VRS-Eligible, Benefits-Eligible

Job Summary/ Objective:

Uses the International Academies of Emergency Dispatch (IAED) standards to ensure that the Charlottesville-UVA-Albemarle County Emergency Communications Center provide consistent, high-quality, and effective care. The QA/QI Specialist reviews call taking, dispatch, live care and documentation reviews to ensure standards, ECC Policy and regulatory requirements are followed and to support continuous improvement in call service.

Position will report to Performance Improvement and Accreditation Supervisor.

Supervisory Responsibilities:

• None

Essential Functions:

• Conducts medical, fire, and police call taking Quality Assurance (QA) reviews to identify both individual and systemic performance trends;
• Conducts medical, fire, and police radio dispatching reviews;
• Performs random and focused case reviews of emergency and administrative calls according to the International Academy of Emergency Dispatch QA protocols;
• Provide individual strengths-based feedback to employees based on call review. Gather individual employee performance data and distribute to PSCO Leads for follow-up with the employee.
• Provide evaluation reports to Performance Improvement & Accreditation Supervisor to be utilized for developing specialized training with employees.
• Maintains files and appropriately distributes all QA data, findings, and recommendations.
• Protects the privacy of all information according to the agency’s privacy policies, procedures and practices required by federal and state law.
• Collaborate with other members of the training team to identify training needs or procedure modifications. Make recommendations for enhancement to operational procedures and training programs.
• Assist in maintaining minimum staffing levels.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities:

Comprehensive knowledge of telecommunications systems, computer aided dispatch and 911 systems. Ability to analyze situations objectively and make sound decisions. Ability to organize, prioritize, schedule, and manage daily work activities, tasks and special assignments. Ability to effectively communicate orally, verbally and in writing with coworkers, and supervisors, as well as the ability to process verbal information. Ability to identify and analyze problems and develop effective responses and solutions to resolve such problems. Ability to read, interpret and follow procedural and policy manuals.

Required Education and Experience:

Any combination of education and experience equivalent to graduation from High School or possession of a GED. One year minimum experience in emergency communications. Must possess and maintain CPR, Emergency Medical Dispatch, Emergency Fire Dispatch and Emergency Police Dispatch certifications. Must possess or have the ability to possess within six months of hire certifications in EMDQ, EFDQ, and EPDQ. Must maintain CJIS security credentialling and/or VCIN/NCIC certification.

Physical and Mental Requirements:

Duties are normally performed in an office or classroom setting; hours of operation are normally 8 hours a day and 5 days a week. Work periods may be flexible based on the workload at the time as approved. The employee in question is considered essential personnel and is subject to working evenings and weekends as needed, being held over, or called back for disasters, local emergencies, or special events.

Evaluation:

Performance will be evaluated on the ability and effectiveness in carrying out the responsibilities as outlined.

Salary Range:

The hiring range for this position is $37.80 - $41.78 per hour (approx. $78,627 - $86,903 per year). Starting offer is based on applicable education beyond minimum requirements and internal equity. The position also provides excellent benefits including 12 paid holidays, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, VRS retirement, and continuing education/training opportunities. This is a full time, FLSA exempt position. Internal candidates will receive pay adjustments in accordance with Local Government Personnel Policy, §P-60.

DEADLINE FOR APPLICATIONS: Application deadline is Friday, January 9, 2026.