• Job Description

  Req#: 4200665
  The Quality Assurance (QA) Manager is a highly analytical, strategic, and inquisitive professional who is passionate about protocols and standards in the delivery of emergency services. The QA Manager is responsible for developing, implementing, and maintaining the organization’s quality assurance processes and leads a team dedicated to ensuring the highest level of customer service and care is provided to our citizens and first responders in the field. $93,107.93-$118,009.01 annually, plus benefits (see benefits tab on job posting).As an applicant for this position, you should be aware of Senate Bill 19-085, the Equal Pay for Equal Work Act. The act requires employers to announce the pay range for job openings. This range encompasses the nine pay steps available should you receive the position and demonstrate satisfactory performance over time.This position is exempt from the minimum wage and overtime requirements of the Fair Labor Standards Act and is therefore ineligible for overtime pay.ESSENTIAL DUTIES AND RESPONSIBILITIESThe following job duties are established to outline the basic duties and responsibilities of the above captioned position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Program Development and Oversight (60%):• Formulate new ideas and innovative strategies for QA.• Inspire trust in the QA process and cascade a compelling vision for the QA program. • Oversee the International Academies of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) QA program.• Develop strategic and tactical goals concerning performance and best practices for reducing risk and optimum efficiency in center operations.• Design, develop, and deploy a QA process for Law and Fire calls, and a radio QA process for all disciplines with the potential for adopting and implementing additional discipline specific protocols in the future. • Ensure all QA processes are complaint with industry standards and best practices. Research, Reporting, and Analysis (20%):• Conduct complex, in-depth analysis of performance data to identify the strengths and liabilities of the organization.• Develop comprehensive reports to share data and analysis with stakeholders.• Conduct root cause analysis of opportunities and work closely with cross functional teams to enhance performance and operational efficiency. • Investigate or oversee the investigation of customer complaints.• Conduct or coordinate the after-action review of critical incidents.• Conduct research and stay updated on industry best practices, protocol development, emerging technologies, and requirements in the fields of public safety and quality assurance.Supervision (10%):• Develop and maintain job descriptions and oversee hiring for all Quality Assurance positions. • Ensure all Quality Assurance staff are properly trained to perform the work required.• Complete all administrative tasks associated with managing direct reports. Other Duties as Assigned (10%):• Participate in meetings and committees to share information, address concerns, and implement changes.• Participate in policy development and review. • Follow policies and procedures, the Weld County Code of Conduct and adhere to strict confidentiality guidelines and appropriate release of information outlined in both.• Maintain reliable and predictable attendance during work hours.• Other duties may be assigned. Any one position may not include all duties listed, nor do the listed examples include all duties which may be found in positions of this class.REQUIRED QUALIFICATIONS:• High School Diploma or equivalent.• IAED EMD certification.• Minimum of 2 years of experience in an emergency services organization or in a quality assurance focused role.• Internal candidates must have a minimum of a “satisfactory” rating in every category of most recent performance evaluation.• Adept at data mining and research with strong analytical abilities and a high degree of technical competence in analysis.• Exceptional attention to detail.• Superior organization and time management skills with the proven ability to manage multiple priorities and meet deadlines. • Superior written and spoken communication skills.• High emotional intelligence and excellent interpersonal skills with the ability to establish rapport and build strong professional relationships.• Ability to acquire knowledge and skill independently without the benefit of formal instruction. • Ability to work independently, manage multiple priorities, and follow through on assignments with minimal guidance.• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. • Candidate must possess a driver’s license by the employment start date and maintain a valid license for the duration of employment. • Candidate must pass a background check and substance abuse screening prior to employment start date. • Must be able to obtain and maintain Q and CPR certification within six months of employment.PREFERRED QUALIFICATIONS: • IAED EFD, EPD certification.• IAED EMD-Q certification.• IAED Mentor certification. • One or more years of experience in a supervisory role. • Experience in a 911 dispatch center.• Strong knowledge of emergency dispatch operations, call handling procedures, and dispatch center directives.• Proficiency using computer-aided dispatch (CAD) systems and the techniques, tools, and technologies necessary to perform the quality assurance function.PHYSICAL REQUIREMENTS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. • While performing the duties of this job, the employee is regularly required to use hands and fingers to handle or feel objects, tools, controls, or equipment, reach with hands and arms, talk, and hear. The employee frequently is required to sit. The employee is occasionally required to walk, stoop, and kneel. • The employee may occasionally be required to lift, carry and/or move up to 25 pounds. • Specific vision abilities required by this job include visual acuity to Colorado driver's license requirements.• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENT:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Most of the time will be spent in an office setting with monitors, computers, and desks. At times, you may need to work at a console in the Communications center. These workstations are comprised of multiple monitors in a large room with dispatchers, which is an enclosed environment with several stations that require close communication with co-workers and limited privacy. The noise level in the work environment is usually moderate.

• About the company

  Located in northern Colorado, Weld County is home to charming small towns, thriving cities and approximately 4,000 square miles of wide open sky and beautiful mountain views.

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