NavitasPartners

Compensation

Full Description

Quality Assurance Analyst – Public Safety Communications Location: Washington, DC Employment Type: Contract Position Summary A public safety communications operation in Washington, DC is seeking a Quality Assurance Analyst to support operational excellence through independent performance monitoring and data analysis. This role evaluates employee and supervisory performance, ensures compliance with quality standards, and provides actionable insights to improve call center operations. Primary Responsibilities • Conduct performance reviews of call center staff and supervisory personnel • Perform operational audits to assess quality, accuracy, and compliance • Analyze call handling and dispatch data to identify trends and performance gaps • Prepare detailed reports and documentation for leadership review • Support continuous improvement initiatives through data-driven recommendations • Ensure quality standards are consistently applied across operations Minimum Qualifications • Associate’s degree or equivalent • Minimum 4 years of experience in a call center environment • At least 2 years of experience in a supervisory or lead role • Equivalent combinations of education, training, and experience will be considered Required Skills & Knowledge • Working knowledge of quality assurance principles and methodologies • Ability to manage QA activities including audits, reviews, and reporting • Strong analytical skills with the ability to interpret operational data • Experience developing performance metrics and quality measurements • Ability to collaborate effectively with internal and external stakeholders • Knowledge of public safety call center operations, including CAD systems