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911 Quality Assurance & Compliance Specialist #2201-206700-02

311 Contact Cte Program Analyst

Date Opened
Monday, February 06, 2023 3:00 PM
Close Date
Thursday, February 09, 2023 11:59 PM
  • $50,054.00 - $63,000.00/year



The Charlotte-Mecklenburg Police Department is a highly respected law enforcement agency in our community and nationally. Our progressive department provides exciting opportunities for law enforcement professionals to develop partnerships with our citizens to prevent the next crime, and to enhance the quality of life within our community, always treating people with fairness and respect. The department employs nearly 2,000 sworn officers and over 500 civilians serving a jurisdiction with close to 1 million people. Our employees are men and women from diverse backgrounds interested in meeting the needs of and serving an equally diverse community. The men and women of the CMPD are committed to providing the best service possible and maintaining the high level of confidence this community has in us.


The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a population of more than 872,498. A significant commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as “The Queen City”, Charlotte is home to the Carolina Panthers, the Charlotte Hornets, and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn, and play. Join us in helping to keep our city thriving, ensuring upward mobility and advancement in the workplace.


The Quality Assurance & Compliance Specialist position is a specialized professional position in compliance and analytics. The primary responsibility of this position is directly related to the utilization of various databases and information sources within the Charlotte-Mecklenburg Police Department 911 Communications Center for monitoring protocol compliance and customer service provided by Communications Center employees.

Major Duties and Responsibilities

• Complete quality assurance (QA) reviews on all line employees using current 9-1-1 and radio dispatch equipment.

• Ensures compliance with all rules and regulations the division, department, city, and state set forth.

• Report results to Communications supervisors and works with supervisors to identify areas for remedial training.

• Assist with identifying any needed training classes identified through the QA program.

• Investigate 9-1-1 call-taker and dispatcher complaints and record findings in a database for future reference.

• Maintain a database of all QA reviews; issue reports on QA program and overall center performance.

• Must maintain a high level of security concerning information gathered or heard while performing job responsibilities.

• Use quantitative techniques to analyze data and make decisions.

• Implement problem-solving methods in a global setting.

• Research opportunities to leverage cross-functional practices.

• Successfully engage in multiple initiatives simultaneously.

• Performs other duties as assigned.

Knowledge, Skills & Abilities

Knowledge of:

Policies and procedures of the Police and emergency dispatch operation.

Pertinent federal, State, and local laws, codes, and regulations.

Telecommunications systems, computer-aided dispatch, and 911 systems.

• Demonstrate an exceptional work ethic.

• High levels of oral and written communication skills, including the ability to articulate ideas, concepts, findings, and results and interpret and evaluate data.

• Outstanding multi-tasking and problem-solving skills.

• Ability to deal tactfully, courteously, and effectively with citizens, officers, co-workers, and other personnel from various governmental and public safety organizations.

• Demonstrate and maintain good judgment.

• Ability to respond independently and quickly.

ADA and Other Requirements:

Positions in this class typically require: fingering, grasping, talking, hearing, seeing, and repetitive motions.

Physical Requirements:

• Essential and marginal functions may require maintaining the physical condition necessary for sitting, standing, climbing, or walking for extended periods.

• Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks.

• Adequate vision, hearing, and speech required.

Sensory Requirements:

• Concentrated and attentive use of one or more senses (visual, audio, and other sensory modalities) for proofreading, data entry, and tabulating data.

• Ability to operate in an environment with frequent interruptions from people and/or noises, which could result in stress, fatigue, or strain.

• Comprehensive written information in work-related documents.

• Ability to hear, understand, and distinguish speech.

Working Conditions:

Continuously exposed to several elements such as noise, intermittent standing, walking, and occasional pushing, carrying, or lifting.

Other Requirements:

Completed and pass a pre-employment hearing, vision, and psychological evaluation. Failure to successfully pass all segments of the pre-employment evaluation process will result in disqualification from further consideration under this vacancy announcement.

Preferred Qualification

• Minimum three years as a fully released telecommunicator.

• High proficiency in Microsoft Office.

• Scheduling flexibility. Must be able to work a flexible schedule when needed. 

Minimum Qualifications

High School Graduate or Equivalent and five years relevant experience.


Associate's Degree and three years of relevant experience.

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record checks, and, if applicable, a credit history check, sex offender registry, and motor vehicle records check.

Background checks must comply with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check, or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test and participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where we have workstations available. Our office is at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking accommodation to apply for a job may call (704) 336-2285 for assistance, or you may email questions to


The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

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