9-1-1 Quality Assurance Analyst

Southeastern Massachusetts Regional 911 District Foxborough, ma $25.00 to $40.00 per hour
Per-Diem opportunity only

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this position.  This is not a job description and shall not be considered to be an employment agreement, contract or 


Pay: $25-40/hr

Status: Per-diem (casual) 

The role of the Quality Assurance Analyst is to analyze 911 District (District) Emergency Medical Dispatch and other call-taking performance data and deliver reports to the District's Training Section; conduct quality assurance reviews on emergency calls, dispatch, and assessments in accordance with standards.

Essential Duties and Responsibilities

  • Performs call taking/dispatch case reviews in accordance with International Academy of Emergency Dispatch (IAED) Standards, and District policies and procedures.
  • Provides written reports and substantive feedback notes. 
  • Coordinates with District training section to recommend continuing education for call takers, dispatchers and supervisors.
  • Analyzes multiple data sets and performance metrics related to call taking and dispatching
  • Presents reports to diverse audiences and recommends changes to policies, procedures and training related to quality improvement and general operations.
  • Participates in planning and implementation of specialized programs
  • Consistently meet or exceed quality assurance call review quotas and assignments.  
  • Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, and tact, diplomacy, dependability, and reliability.
  • Review, analyze, and report on quality assurance and accreditation standards and processes.

Work Location

  • This position is expected to perform duties in-person at the District facility.
  • Telework may be authorized after 6 months of successful performance or at the discretion of the District.


  • Hours will be flexible and accommodating. All hours will be required to be approved by the Training Section Chief.
  • There is no set schedule or weekly minimum.  Expected weekly available work is 8-16 hours. 
To Qualify

Applicants must provide details in their cover letter and resume that demonstrate how their education, training and/or experience, meets each of the following minimum qualifications:

  • Required:    Current certification as an IAED EMD-Q
  • Required:    Comprehensive knowledge of ProQA, AQUA and AQUA Reports
  • Required:     Ability to be certified to access, and view CJIS data through a comprehensive background check. 
  • Preferred:    Current certification as an IAED EFD-Q
  • Knowledge of 9-1-1 call taking and dispatching best practices as recommended by State and national organizations such as MPAC, ISO, NFPA, APCO, NENA and the IAED.
  • Ability to analyze and interpret complex data and reports related to performance, quality assurance and improvement.
  • Ability to prepare clear, concise, and comprehensive reports, correspondence, and other documents appropriate to the audience.
  • Ability to establish and maintain effective working relationships with executive officials, coworkers, and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation, gender identity or sexual orientation.
  • Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of all state, and District ethics and conflicts of interest policies. Strong understanding of ethical behavior is required.

Physical Requirements:

  • The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, and roaming from different offices/locations.
  • Must have the use of sensory skills in order to effectively listen to recorded audio, read write and type, communicate, and interact with other employees through the use of telephone, electronic mail, and personal contact.
  • Physical capability to effectively use and operate various items of office related equipment such as, but not limited to, personal computer, work station, computer aided dispatch and records management software, analytics software, and recording software

Equal Employment Opportunity: It is the policy of the Southeastern Massachusetts Regional 911 District that no person shall be discriminated against based on race, religion, color, sex, marital status, family status, national origin, age, mental or physical disability, protected veteran status, sexual orientation, gender identity or source of income or other protected class. The District values diversity and encourages everyone who is qualified and interested in employment with the District to apply.

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