Management Analyst: Quality Assurance

Posting Close DateApplicants must submit their completed application by 06-27-2026 at 11:59 p.m. MSTApplication 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: [email protected]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.MINIMUM QUALIFICATIONSBachelor's Degree and two (2) years of directly related experience.
Preferred Qualifications:
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 skillsPOSITION DETAILSJob ProfileJ0866 - 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 GradeG105Hourly 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-ExemptPosition TypeRegularTime TypeFull timeDepartmentPublic Safety CommunicationsDepartment Linkhttps://www.tucsonaz.gov/Departments/Public-Safety-CommunicationsBackground Check 

This position has been designated to require a criminal background check.  The City of Tucson is a Second Chance Employer.

ABOUT USBenefits

The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. You can learn more about our benefits at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.

Citizenship

The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status. The City of Tucson does not offer visa sponsorship.

City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer

The City does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status.  If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD). 

ADA Accessibility Complaint Form

The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at [email protected] or 520-791-2619.   

Recruiter NameToni Linden (200998)Recruiter Email[email protected]

For Human Resources general questions please contact 520-791-4241.