<p>Job Description</p> <p>The Training & Quality Assurance (TQA) Coordinator serves as a supervisor-level member of the SECC leadership team. This position is responsible for overseeing, developing, and managing training programs and quality assurance initiatives for all SECC employees. The TQA Coordinator will play a critical role in refining SECC's training and QA framework, ensuring compliance with state, national, and agency standards, and supporting the professional growth of staff.</p> <p>This position requires strong leadership, communication, and instructional skills, with the ability to balance day-to-day supervision with long-term program development.</p> <p>Essential Duties & Responsibilities:</p> <p>Training Program Oversight</p> <ul> <li>Develop, coordinate, and deliver initial training for new employees, ensuring consistency with SECC policies, procedures, and national standards (APCO, NENA, EMD, LEADS). </li><li>Assign, train, and evaluate Communications Training Officers (CTOs); provide regular feedback and refresher instruction to CTO staff. </li><li>Maintain training records for all employees and ensure documentation is complete and accurate. </li><li>Create and update training curricula, lesson plans, and reference materials to reflect best practices, technology changes, and agency updates. </li><li>Coordinate continuing education and refresher training for all staff, including mandatory certifications, skills updates, and remedial training as needed. </li><li>Monitor trainee performance, provide timely feedback, and ensure performance benchmarks are achieved before advancement. </li><li>Conduct periodic reviews of training effectiveness and recommend changes to improve outcomes. </li><li>Develop and maintain relationships with external training providers, associations, and partner agencies to bring new training opportunities to SECC staff. </li></ul> <p>Quality Assurance (QA) Program</p> <ul> <li>Design, implement, and manage SECC's quality assurance (QA) program, ensuring alignment with APCO/NENA standards and accreditation requirements. </li><li>Conduct routine call reviews and audits to evaluate staff compliance with policies, procedures, and performance standards. </li><li>Provide constructive coaching, mentoring, and feedback to staff based on QA findings. </li><li>Identify training gaps revealed by QA reviews and develop corrective action or refresher modules. </li><li>Generate and distribute QA reports and performance trend analyses to SECC leadership and stakeholders. </li><li>Ensure feedback and review processes are conducted in a manner that supports employee development and agency improvement. </li><li>Track QA outcomes and recommend operational or policy changes to enhance service delivery. </li><li>Serve as the subject-matter expert for QA processes and participate in regional or statewide QA workgroups when appropriate. </li></ul> <p>Supervisory & Leadership Responsibilities</p> <ul> <li>Serve as a member of the SECC supervisory team, providing guidance and support to staff as needed. </li><li>Assist in scheduling, shift coverage, and operational decision-making when required. </li><li>Act as liaison between SECC leadership and line staff on training and QA matters. </li><li>Represent SECC in external training forums, regional QA workgroups, or mutual aid training programs. </li></ul> <p>Qualifications:</p> <p>Education & Experience</p> <ul> <li>Minimum 5 years of experience as a public safety dispatcher at date of hire; prior training or supervisory experience preferred. </li><li>Experience in curriculum development, quality assurance, or adult learning methodologies highly desirable. </li><li>Completion of APCO/NENA, state certification programs, or other relevant professional development courses preferred. </li></ul> <p>Knowledge, Skills, & Abilities</p> <ul> <li>In-depth knowledge of SECC operations, CAD, EMD, LEADS/NCIC, and multi-agency dispatch functions. </li><li>Strong instructional, coaching, and mentoring skills. </li><li>Ability to analyze data, identify trends, and develop solutions. </li><li>Excellent written and verbal communication skills. </li><li>Strong organizational skills with the ability to manage multiple priorities. </li></ul> <p>Work Environment & Schedule:</p> <ul> <li>Standard 40-hour workweek with flexibility for shift work, evenings, or weekends as training or operational needs dictate. </li><li>May be required to respond during emergencies or staffing shortages. </li></ul> <p>Key Performance Indicators (KPIs):</p> <ul> <li>Effective implementation and documentation of QA program. </li><li>Consistency and success rate of new-hire training completion. </li><li>Measurable improvements in call-taking/dispatch accuracy and compliance. </li><li>Staff development and retention outcomes linked to training programs. </li></ul> <p>Work Schedule: Monday - Friday 7:30 am - 4:00 pm. Some evening and weekend work may be required.</p> <p>Work Location: Summit Emergency Communications Center, 630 North Avenue, Tallmadge, OH 44278</p> <p>Pre-Employment Testing Requirements: Pre-employment Drug and Alcohol Testing, Criminal Background Check</p> <ul> <li>Must have a minimum 5 yrs. experience as a public safety dispatcher at date of hire. Prior training or supervisory experience preferred. </li></ul> <p>As part of the selection process, interview finalists will be required to present a mock training demonstration.</p> <p>Position : 746174001</p> <p>Code : 20257400-7</p> <p>Type : INTERNAL & EXTERNAL</p> <p>Group : SARCOG CLA</p> <p>Job Family : TELECOMMUNICATIONS</p> <p>Posting Start : 12/04/2025</p> <p>Posting End : 12/18/2025</p> <p>Details : Click for more information</p> <p>HOURLY RATE RANGE: $37.10-$37.10</p>