Quality Assurance Coordinator

Loudoun County Government has been named one of Forbes' 2025 Best Large Employers! We're proud to be recognized nationally for our commitment to employee satisfaction and excellence in public service. At Loudoun County, we bring together talented professionals from all backgrounds to make a meaningful impact in a dynamic, growing community - that's The Loudoun Difference.

Welcome and thank you for your interest in employment with Loudoun County Government!

ALL SECTIONS OF THE APPLICATION MUST BE COMPLETED IN ITS ENTIRETY. THE RESUME IS CONSIDERED SUPPLEMENTAL INFORMATION ONLY. APPLICATIONS THAT ARE INCOMPLETE OR INDICATE 'SEE RESUME' WILL NOT BE TAKEN INTO CONSIDERATION.

Loudoun County Fire and Rescue (LCFR) is a combination career/volunteer organization comprised of approximately 807 employees and 800+ active operational and administrative volunteers. The Department is a growing organization that serves a large and diverse population located approximately 30 miles northwest of Washington, DC. We provide a full range of emergency and non-emergency services for 440,000 residents within a 520 square mile area. Additional information about the Department can be found at www.loudoun.gov/fire. We seek to hire a highly motivated, effective, and diverse workforce to meet the needs of the County's residents, visitors, and business community and support the Department's core values of Teamwork, Integrity, Professionalism, and Service.

Loudoun County offers a meaningful career, competitive salary, and a comprehensive benefits package. Additional information can be found at www.loudoun.gov/benefits.

The Quality Assurance Coordinator supports the Emergency Communications Center (ECC) by evaluating calls for service, coordinating accreditation programs, and driving continuous improvement across all operations. This role gathers and analyzes critical information, collaborates closely with ECC and departmental leadership, and ensures compliance with local, state, and national standards. The coordinator plays a key part in maintaining high-quality emergency call handling, enhancing training efforts, and supporting organizational performance.

Functions of the position include, but are not limited to, the following:
* Conduct objective, fair, and accurate evaluations of calls for service by gathering and analyzing all available information.
* Work with ECC leadership to establish, maintain, and implement written performance standards, baseline review requirements, and quality assurance/quality improvement (QA/QI) policies and procedures.
* Coordinate the Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) programs, oversee state and national accreditation, and ensure timely system updates.
* Generate and disseminate QA/QI reports in a timely and accurate manner.
* Analyze calls for service against established policies, procedures, and industry best practices.
* Complete and maintain documentation for each review in compliance with record retention policies.
* Monitor and report agency performance based on state and nationally accepted standards.
* Maintain backup resources for EMD, EFD, and EPD.
* Chair the Dispatch Steering Committee, facilitating discussions on trends, performance management, new materials, and system updates.
* Identify performance trends through ongoing assessment and collaborate with the Public Safety Telecommunications Training Coordinator to inform remedial and continuing education needs.
* Provide individual performance reports to support annual evaluations.
* Submit and maintain all documentation required for state and national accreditation processes.
* Coordinate the evaluation of individual and agency performance as required by the Department.
* Assist in preparing for audits and external assessments.
* Support ECC leadership in identifying and assessing new technologies that can enhance QA/QI processes.
* Serve as liaison to committees, agencies, and organizations associated with quality assurance and improvement.

We are seeking an individual with:
* Knowledge of quality assurance principles, methods, and programs; departmental procedures; local government operations; and applicable safety practices.
* Skill in call-taking and dispatch operations; effective communication and presentation (oral, written, and electronic); and proficient use of computers, Microsoft Office Suite, and standard English grammar, spelling, and punctuation.
* Ability to apply QA techniques to identify quality issues and recommend corrective actions.
* Ability to maintain accurate records, logs, and reports; understand and follow oral and written instructions; and draft clear guidelines and documentation.
* Ability to establish and maintain effective working relationships with staff, officials, volunteers, partner agencies, and the public.

Hiring salary will be commensurate with experience.

Bachelor's degree; three (3) years of experience working in public safety communications or related field, or equivalent combination of education and experience. APCO Communications Training Officer (CTO) certification. APCO Public Safety Telecommunicator certification (PST) certification.

IAED EMD-Q or EFD-Q certification. Successful completion of LCFR ECC Call Taker and Dispatcher training programs within 1 year of hire.

Candidate must successfully pass in in-depth background investigation, to include credit check, criminal record check, and fingerprinting to include VCIN.

Anticipated timeline and details for this recruitment are listed below. All dates and locations are subject to change.
* Applications are accepted through December 28, 2025.
* Application Review and Phone Screen: through January 6, 2026
* In-person Interview Date: January 15, 2026, Location: 801 Sycolin Rd., Leesburg, VA
* Target Hire Date: February 12, 2026