Job Title: 9-1-1 Business Analyst  

Location: Remote (Full-Time)

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About Us:  

We are a team of dedicated and passionate public safety software professionals that provide AI-based Quality Assurance, training, and coaching platforms to Emergency Communications Centers. Our solutions enhance the performance and development of 911 call takers, dispatchers and supervisors through automated evaluations and targeted coaching.We are seeking a 911 Business Analyst to join our growing  team. In this role, you will collaborate with ECC’s to facilitate the onboarding process of our CommsCoach solutions. Your expertise in 911 operations, QA and Training will be crucial in configuring our system to meet the specific needs of each client. 

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Job Summary:  

The 9-1-1 Business Analyst will play a critical role in supporting emergency communications centers as they implement our AI-based platform. This individual will collaborate with our onboarding team, working directly with our customers  to configure complex customer setups, including QA evaluation templates and AI prompts, and ensure efficient use of our system. The analyst will also evaluate customer results and provide actionable recommendations for enhancing QA and training programs. You will play a key role in recommending process enhancements, evaluating the effectiveness of system configurations, and coordinating with clients to implement improvements. Occasional out of state travel. Must be able to pass a full CJIS background check and maintain CJIS certification.

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Key Responsibilities:

- Collaborate with the onboarding team and customers to configure complex customer setups, including QA evaluation templates, AI prompts, and workflows.

- Analyze and evaluate the efficiency of customer QA processes and AI configurations, making recommendations for improvement.

- Review customer evaluation results and performance metrics, offering data-driven suggestions to improve training and coaching programs.

- Troubleshoot configuration issues and work with cross-functional teams to ensure smooth platform implementation.

- Provide training and support to customers to maximize platform usage and efficiency.

- Document processes and maintain a strong feedback loop with both customers and internal teams to continually enhance product features.

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Requirements:

- Minimum of 3 to 5 years of experience in 911 operations, supervision, quality assurance, or training.

- Strong understanding of emergency communications center operations and quality assurance / training  processes.

- Experience in configuring and evaluating Quality Assurance forms and templates.

- Analytical mindset with the ability to interpret data and provide actionable recommendations.

- Excellent communication skills, both written and verbal, with the ability to engage with customers remotely.

- Ability to manage multiple priorities in a fast-paced environment.

- Strong technical skills and proficiency in using software platforms related to QA, Training, CAD and more

- Eager to learn new things and embrace the potential of AI  

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