Management Analyst: Quality Assurance

Requirements

• Bachelor's Degree and two (2) years of directly related experience.
• One (1) year of customer service experience
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• Ability to multitask and manage time effectively in a fast-paced environment
• Strong attention to detail and organizational skills POSITION DETAILS
• Job Profile
• J0866 - Management Analyst To view the full job profile including classification specifications and physical demands click https://www.tucsonaz.gov/Departments/Human-Resources/Tucson-Talent .
• Compensation Grade
• G105 Hourly Range
• $21.96 - 32.94 USD The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.
• Fair Labor Standards Act (FLSA)
• Non-Exempt Position Type
• Regular Time Type
• Full time Department
• Public Safety Communications Department Link
• https://www.tucsonaz.gov/Departments/Public-Safety-Communications Background Check
• This position has been designated to require a criminal background check. The City of Tucson is a Second Chance Employer.

Benefits

Additional Information

Posting Close Date Applicants must submit their completed application by 06-27-2026 at 11:59 p.m. MST Application and Special Instructions - A resume must be provided before the closing date listed on this recruitment. Applications that are submitted that do not contain a resume will be considered incomplete and will not be reviewed. - Must be at least 18 years of age - Must pass Background and Polygraph - A Terminal Operator Certification (TOC) must be obtained within 6 months of hire and must be obtained throughout employment of this position. IMPORTANT DATES: Interviews are scheduled 7/27/2026-7/29/2026 Hiring Interviews will be determined Polygraph must be completed by 8/10/2026 Recruiter contact information: Toni.Linden@tucsonaz.gov ABOUT THIS JOB Position Specific Summary The Management Analyst position at the City of Tucson's Public Safety Communications Department is responsible for ensuring high performance, accuracy, and efficiency in emergency and non-emergency call handling and response. This position evaluates calls, provides feedback, and documents call reviews for supervisors to review with staff. The Management Analyst plays a vital role in maintaining the integrity of the emergency communication system, which directly impacts the public's safety. Work is performed under the supervision of the Public Safety Communication Manager. This position does not supervise. Duties and Responsibilities Ensures the optimal utilization of resources and the efficient, accurate, and timely delivery of services to the public by monitoring and evaluating incoming and outgoing emergency 911 and non-emergency 311 calls. Collects and records relevant information from callers to determine the nature of their requests, using effective questioning techniques to gather detailed information. Assess the information gathered from callers to determine if the appropriate City of Tucson department was utilized to handle the request. Researches and composes written materials by conducting surveys, researching, compiling ata, and creating plans for staffing, equipment, and budgetary impact. Implements a thorough quality improvement process to review and validate the accuracy, completeness, and reliability of data gathered from emergency 911 and non-emergency 311 calls for service. Reviews audio recordings of calls and computer-generated service events to ensure consistency and accuracy. Prepares recommendations for department leadership and assists with call procedure implementation. Implements a rigorous quality improvement process to assess and verify the effectiveness, accuracy, and coherence of campaigns, written materials, and presentations. Assists leadership with the development of performance measurements for call handling. Ensures that all aspects of special projects meet the highest standards of quality, consistency, and alignment with project objectives prior to execution. Provides support to new personnel by sharing knowledge and experience and assisting with special projects and providing backup as needed. Assists leadership with the designing and development of performance measurements, facilitates training programs, and coordinates tracking and reporting systems for call handling. Maintains quality improvement and assurance files, records, and tracking logs. Identifies performance trends and notifies management of the need for additional employee training or workflow changes. Performs all other duties and tasks as assigned. All duties and responsibilities listed are subject to change.

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