Quality Assurance Lead - Public Safety Call Center - 911CC

Company: NavitasPartners
Location: Bethesda
Posted on: February 20, 2026

Job Description:

Job Description Job Description Quality Assurance Lead – Public Safety Call Center Location: Washington, DC Employment Type: Contract Job Summary A public safety call center in Washington, DC is seeking a Quality Assurance Lead to oversee performance monitoring and quality compliance initiatives. This role supports leadership by evaluating operational effectiveness, analyzing performance data, and recommending improvements to ensure high-quality service delivery. Core Responsibilities Lead quality assurance reviews of call handling and dispatch operations Evaluate employee and supervisory performance against established standards Conduct audits, assessments, and documentation of operational activities Analyze performance metrics and operational data to identify trends Develop reports and recommendations to support leadership decisions Promote continuous improvement through quality-focused initiatives Minimum Requirements Associate’s degree or equivalent Minimum 4 years of experience in a call center environment At least 2 years in a supervisory or leadership role Equivalent combinations of education, experience, and training considered Knowledge, Skills & Abilities Knowledge of quality assurance principles and compliance practices Ability to manage QA processes including audits, analysis, and reporting Strong analytical and problem-solving skills Experience developing quality standards and performance measurements Ability to work collaboratively with diverse internal and external stakeholders Knowledge of public safety call center operations and CAD systems

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