Future Opportunity
Join Us in Shaping the Future of 9-1-1 Quality Assurance
The Denise Amber Lee Foundation is expanding its impact nationwide through innovative partnerships, education, and quality improvement initiatives. While we are not actively hiring for this position today, we anticipate adding this role as our Quality Assurance programs continue to grow.
If you're passionate about improving the 9-1-1 profession, empowering agencies through education, and helping implement the next generation of AI-powered Quality Assurance technology, we encourage you to submit your resume for future consideration.
911 Quality Assurance Success Manager
Salary: $65,000–$75,000 annually
Employment Type: Full-Time, Exempt
Location: Remote (United States)
About the Denise Amber Lee Foundation
The Denise Amber Lee Foundation (DALF) is a national nonprofit organization dedicated to improving public safety through education, training, advocacy, and quality improvement for 9-1-1 professionals. Our mission is to strengthen emergency communications by providing telecommunicators, supervisors, and agency leaders with the knowledge, resources, and support needed to better serve their communities.
As part of our strategic partnership with RapidSOS QA with Harmony AI, DALF provides implementation, onboarding, customer success, quality assurance consulting, and educational support for agencies adopting AI-powered Quality Assurance technology. Through this partnership, we are helping public safety agencies modernize their QA programs while ensuring technology is paired with the human expertise, coaching, and education necessary to drive meaningful improvement.
The 911 Quality Assurance Success Manager will play a vital role in advancing this mission.
Position Summary
The 911 Quality Assurance Success Manager serves as DALF's primary implementation and customer success specialist for agencies utilizing RapidSOS QA with Harmony AI.
This position is responsible for leading agency onboarding, implementation, workflow analysis, scorecard development, calibration, customer training, adoption, and long-term success. Working closely with agency leadership, telecommunicators, DALF staff, and RapidSOS, the Success Manager ensures agencies successfully integrate RapidSOS QA with Harmony AI into their daily operations while strengthening their overall Quality Assurance and Quality Improvement (QA/QI) programs.
In addition to customer success responsibilities, this role contributes to DALF's educational mission by developing training materials, creating online learning content, presenting educational programs, and expanding DALF's growing library of professional development resources.
The ideal candidate is an experienced 9-1-1 professional who combines operational expertise, Quality Assurance experience, project management skills, instructional ability, and a genuine passion for helping agencies succeed.
Essential Duties & Responsibilities
RapidSOS Harmony QA Implementation & Customer Success
- Serve as the primary DALF contact for assigned customer agencies.
- Lead customer onboarding and implementation from discovery through successful deployment.
- Conduct agency assessments to understand operational workflows, Quality Assurance practices, and organizational goals.
- Develop and customize Quality Assurance scorecards.
- Guide agencies through successful adoption and optimization of RapidSOS QA with Harmony AI.
- Develop implementation plans, project timelines, milestones, and success metrics.
- Manage multiple customer implementation projects simultaneously while ensuring deadlines and customer expectations are achieved.
- Conduct regular customer success meetings, implementation reviews, and strategic planning sessions.
- Build trusted relationships with agency leadership and serve as their long-term advisor.
- Provide exceptional customer support while ensuring agencies maximize the value of both RapidSOS QA with Harmony AI and DALF's implementation and educational services.
Quality Assurance & Quality Improvement
- Assist agencies in developing, implementing, and enhancing Quality Assurance and Quality Improvement programs.
- Evaluate agency QA workflows and recommend best practices and operational improvements.
- Facilitate calibration sessions and scoring consistency reviews.
- Analyze Quality Assurance trends and assist agencies in interpreting performance data.
- Support supervisors and leadership teams in developing coaching strategies based on QA findings.
- Promote continuous improvement through education, collaboration, and data-driven decision making.
Training & Educational Content Development
- Deliver engaging virtual and in-person training programs for customers implementing RapidSOS QA with Harmony AI.
- Develop implementation guides, instructor materials, job aids, and customer documentation.
- Create online courses, instructional videos, knowledge articles, and educational content for DALF's Learning Management System.
- Collaborate with DALF staff to expand and maintain a comprehensive online learning library.
- Assist in developing webinars, conference presentations, workshops, and educational programs.
- Research emerging industry trends and develop educational resources that support the evolving needs of public safety communications.
Program Development & Innovation
- Collaborate with DALF leadership and RapidSOS to continuously improve implementation processes and customer experience.
- Assist in developing new Quality Assurance services, educational offerings, and customer resources.
- Recommend enhancements to customer onboarding, implementation workflows, and support processes.
- Participate in strategic planning and contribute to the continued growth of DALF's Quality Assurance initiatives.
Required Qualifications
- Minimum of five (5) years of experience working in a 9-1-1 communications center.
- Minimum of two (2) years of Quality Assurance experience within a public safety communications center.
- Demonstrated experience leading projects, coordinating implementations, or managing multiple priorities simultaneously.
- Strong project management and organizational skills.
- Excellent written, verbal, and presentation skills.
- Strong understanding of public safety communications operations and Quality Assurance best practices.
- Ability to build strong relationships with customers, agency leadership, technology partners, and internal stakeholders.
- Ability to work independently while managing multiple projects in a fast-paced environment.
- Strong analytical, organizational, and problem-solving skills.
- Commitment to providing exceptional customer service and helping agencies succeed.
Preferred Qualifications
- Experience implementing or administering Quality Assurance software platforms.
- Experience with AI-powered Quality Assurance technology, including RapidSOS products or similar platforms.
- Experience developing Quality Assurance scorecards and evaluation standards.
- Experience creating training curricula, instructional materials, or educational content.
- Experience working with Learning Management Systems (LMS).
- Experience presenting instructor-led training, webinars, or conference sessions.
- Supervisory or coaching experience within a 9-1-1 communications center.
- Certification or experience in Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), Emergency Police Dispatch (EPD), or equivalent public safety certification programs.
Travel
This position is designed to be approximately 75% remote and 25% travel. Travel may include customer implementations, onsite agency visits, conferences, training events, and DALF meetings throughout the United States.
Why Join the Denise Amber Lee Foundation?
The Denise Amber Lee Foundation exists to make a lasting difference in the 9-1-1 profession. Every class we teach, every agency we support, and every Quality Assurance initiative we lead is driven by our commitment to improving emergency communications and honoring Denise Amber Lee's legacy through education, innovation, and service.
As the 911 Quality Assurance Success Manager, you will help agencies successfully implement RapidSOS QA with Harmony AI, strengthen Quality Assurance programs, develop educational resources used by telecommunicators across the country, and contribute to initiatives that improve emergency communications nationwide.
If you're looking for an opportunity to combine your operational experience, Quality Assurance expertise, and passion for public safety into meaningful national impact, we'd love to hear from you.
Don't Meet Every Qualification?
That's okay.
We know that the best candidates don't always check every box on a job posting. If you're passionate about the 9-1-1 profession, committed to helping agencies succeed, and excited by the opportunity to honor Denise Amber Lee's legacy while helping shape the future of Quality Assurance, we encourage you to apply.
We're looking for the right person, someone who is driven by service, eager to learn, passionate about supporting fellow telecommunicators, and committed to making a lasting difference. Together, we'll continue honoring Denise's legacy while changing the future of Quality Assurance for the 9-1-1 profession.
Together, we can help ensure that every call counts.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Emergency 911 Communications: 5 years (Preferred)
- 911 Quality Assurance: 2 years (Preferred)
Willingness to travel:
Work Location: Remote
