City of Toronto Coordinator Quality Assurance Full Time in Toronto, ON

City of Toronto

Branch Toronto ON CA

Coordinator Quality Assurance
Toronto, ON

Demonstrated commitment to customer service principles. Designs, coordinates and implements management and operational reviews and audits to assess service cost…

Please note: The salary reflects 2017 rates

The Coordinator, Quality Assurance will be responsible for ensuring Municipal Licensing & Standards is focused on quality assurance and continuous improvement across the division through the development of benchmarks, monitoring, evaluation, and customer-focused project implementation.

Major Responsibilities:

  • Develops and implements quality assurance frameworks and systems for Municipal Licensing & Standards, including reporting and related activities.
  • Conducts research into quality assurance ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
  • Analyzes current procedures, policies, financial and customer data in order to develop options to improve program and operational effectiveness and better serve customers.
  • Assesses financial and customer impact.
  • Conducts regular quality assurance reviews and audits policies/procedures/programs and makes recommendation for improvement/increased compliance.
  • Liaises with and assists staff training unit on the development of training related to operational policies and procedures.
  • Identifies service issues and gaps, recommends and support continuous improvement.
  • Plays a key role in the development of policies and procedures required to support the program, and in the implementation of processes throughout the division.
  • Develops and implements detailed plans and recommends policies regarding program specific requirements.
  • Analyzes and documents divisional processes, makes recommendations to improve work methods and procedures, leads their modification and implementation.
  • Designs, coordinates and implements management and operational reviews and audits to assess service cost effectiveness, service impact and opportunities for improvement.
  • Assists in the development, analysis and implementation of performance and outcome measures in support of service, goals and objectives
  • Pilots/tests divisional administrative or service initiatives with recommendations for divisional application.
  • Designs and coordinates customer and other surveys as required.
  • Provides issues management advice and implements an issues management strategy that anticipates, identifies and responds to emerging issues.
  • Develops papers and reports for presentation to management standing committees and Council.
  • Assists with the development of the division’s business plan, annual report evaluation of unit specific programs.
  • Supports change management and divisional policy development initiatives.
  • Manages assigned projects, ensuring effective teamwork and communication, high standards of work quality and organizational performance and continuous learning.
  • Ensures that the project expenditures are controlled and maintained within approved limitations.
  • Assists in the development of benchmarks and identification of best practices and promotes same.
  • Identifies trends and make recommendations for the reallocation of resources of modification of procedures.
  • Uses statistical and data handling software packages to present findings both graphically and in written reports.

Key Qualifications:

  • Post-secondary education in the social sciences, public administration, business administration or related discipline.
  • Experience in quality assurance and customer experience strategies as well as related concepts, methodologies and practices.
  • Experience developing and implementing corporate/internal policies and standard operating procedures, and using these to identify and report on quality issues.
  • Experience managing complex projects involving multiple stakeholders and including change management.
  • Ability to analyze existing programs and services and to contribute to recommendations for improvements.
  • Demonstrated project management and change management skills and the ability to handle complex project responsibilities, and plan, monitor, and execute projects.
  • Strong quantitative analytic, research and problem solving skills.
  • Demonstrated ability to effectively communicate both orally and in writing, and prepare written material at the management level.
  • Proficient use and knowledge of office technology software (e.g. MSWord, Excel, PowerPoint, Microsoft Project)
  • Sound administrative ability ensuring compliance with divisional and legislative guidelines and policies through continuous monitoring and evaluation.
  • Demonstrated knowledge and experience in the use of a wide range of statistical and desk top applications.
  • Judgement and ability to negotiate and achieve consensus among parties having different objectives.
  • Ability to work in a strong proactive team environment.
  • Ability to work independently and ability to self-motivate.
  • Demonstrated experience leading large research projects, compliance reviews and audits.
  • Ability to work in fast-paced environment involving confidential/sensitive information and multiple demands.
  • Demonstrated commitment to customer service principles.
  • Familiarity with government legislation in the area of occupational health and safety.
  • Accommodation: The City of Toronto is committed to fostering a positive and progressive workforce reflecting the citizens we serve. We provide equitable treatment and accommodation to ensure barrier-free employment in accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the City of Toronto’s Accommodation Policy . You can request for accommodation related to the protected grounds at any stage of the City’s hiring process, i.e., application, assessment and placement.

    If you are an individual with a disability and you need accommodation in applying for this position, please email us at [email protected] , quoting the job ID #2295250 and the job classification title.

    If you are invited to participate in the assessment process, we ask that you provide your accommodation needs in advance at that time. Please be advised that you may be requested to provide medical/other documentation to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process.

    or proceed with Standard Application Form.

    Employment Type: Full Time
    Location: Toronto, ON, CA
    Posted on: 2018-01-11
    Posted by: