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POSITION SUMMARY:

The Quality Assurance (QA) Evaluator is responsible for conducting evaluations of staff performance to ensure adherence to established standards, protocols, and best practices. This role plays a key part in maintaining service quality, consistency, and compliance within the organization. The QA Evaluator provides constructive feedback, identifies areas for improvement, and supports continuous quality improvement initiatives. This role evaluates the performance of Operations staff in the PECC using a set out metric as established and maintained by the Operations Support Services Quality Assurance Program. The QA Evaluator reports directly to the OSS Manager.

PRIMARY RESPONSIBILITES:

Quality Assurance & Evaluation

• Listen and evaluate recorded 911 calls in accordance with the Sask911 Standard Evaluation Guideline.
• Review recorded fire call-taking and dispatch audio, cross-referencing ticket information, and assess performance based on PECC Quality Assurance Program standards.
• Evaluate recorded Enforcement Pod call-taking and dispatch audio, cross- referencing ticket information, and assess performance based on PECC Quality Assurance Program standards.
• Assess recorded Police Pod call-taking and dispatch audio, cross-referencing ticket information, and assess performance based on PECC Quality Assurance Program standards.
• Provide objective scoring and detailed written feedback to staff and supervisors.
• Escalate evaluations that fall outside standard parameters to the QA Coordinator for further review and direction.
• Contribute to QA Program development by testing workflows and providing constructive feedback.

Reporting & Documentation

• Prepare evaluation reports that highlight strengths, areas for improvement, and recommended actions.
• Track and maintain accurate records of completed evaluations and quality scores.
• Contribute to the development of performance dashboards, reports, and presentations for management.

Collaboration & Continuous Improvement

• Work closely with supervisors and training teams to ensure evaluation findings inform staff coaching and training.
• Identify and report on data trends, recurring issues, or performance statistics observed during evaluations.
• Recommend process or policy improvements to enhance service quality and efficiency.
• Support the implementation of corrective action plans when performance gaps are identified.

Support Services

• Fulfill investigation requests from SPSA, PECC Operations Management, or Operations Support Services by locating, downloading, and preparing relevant audio, ticket information, or call records.
• Provide audio transcription services as requested by SPSA or PECC Operations Management.
• Complete Sask911 audio requests as assigned, including locating, downloading, and preparing audio files, and burning compact discs for shipment to requesters.

Other duties as assigned.

QUALIFICATIONS:

• Minimum 2 years of experience in emergency communications or a related field.
• Certification in: APCO Public Safety Telecommunicator, APCO Law Enforcement Communications, APCO Fire Service Commination’s Canada, APCO Comprehensive Quality, Emergency Fire Dispatch (EFD), Emergency Fire Dispatch Quality (EFD-Q).
• Training on Sask911 SOP and operating systems and Sask911 Map Training.
• Training on all PECC SOPs and Best Practices.
• Proficiency in Microsoft Office programs, including Outlook, SharePoint, Word, Excel, PowerPoint and virtual meeting platform.

WORKING CONDITIONS:

• Location: Office based.
• Schedule and hours of work: Monday to Friday, 8am – 5 pm base don 1950 hours per year (includes EDO every three weeks); they will be scheduled in rotation of other staff in the unit to ensure redundancy is met.
• Physical demands: Extended periods of desk/computer work.

Benefits:

• Company events
• Company pension
• Dental care
• Employee assistance program
• On-site parking
• Paid time off
• Vision care
• Wellness program

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