PROGRAM COORDINATOR QUALITY ASSURANCE Full-time Job

Job Summary

To develop and implement standards, programs, policies, and procedures to ensure consistent practices across the Division in assigned section and compliance with established Divisional Standards. To provide oversight and leadership for the overall approach to quality assurance, support Divisional projects and Working Groups, develop, and coordinate staff training, and administer continuous improvement programs.

 

Major Responsibilities

• Develops and implements detailed plans and recommends policies regarding program specific requirements.
• Collaborates with Program Coordinator Quality Assurance staff across sections within the Divisional governance framework to coordinate Divisional programs.
• Supervises, motivates and trains the section's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Develops and coordinates all aspects of Toronto Building Compliance Quality Assurance programs including audits to evaluate section performance.
• Reviews identified gaps from internal audit findings and provides recommendations to management. Works with Divisional Working Groups on complex organizational change initiatives to help create a work environment and structure that facilitates and promotes a culture of continuous improvement, accountability, and organizational excellence.
• Conducts research into assigned section ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government. Identifies best practices and promotes the same.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Establishes goals, objectives, and develops and implements policies and procedures pertaining to quality assurance programs and reports on performance.
• Oversees quality assurance as it relates to the design of training programs, documentation and related materials to meet Divisional standards.
• Provides oversight for the overall approach to quality assurance and risk management services across the Division.
• Provides confidential assessments of assigned section issues, employee performance and makes recommendations for service optimization and business process simplifications resulting in policy/procedural changes, restructuring, changes in staffing levels and resource allocation.
• Provides support to management in employee relations matters as they relate to training, delivery of training and employee performance. Provides supporting evidence in the case of grievances based on audit evaluations.
• Deals with highly confidential and sensitive information regarding City operations, assets, resources, staff, as well as proposed or new management initiatives, strategies, or programs.
• Analyzes current procedures, policies, and assesses employee performance and data to develop options that strengthen activity monitoring in assigned section. Ensures documentation is adequate, consistent and non-compliant issues are mitigated.
• Oversees ongoing education and training of staff to improve the quality of services. Provides administrative, regulatory, and quality assurance training to the Quality Assurance Assessor & Trainer.
• Develops, modifies, and implements training programs for staff to ensure consistency and compliance with legislative requirements and Divisional standards.
• Enhances the Division's control framework and ability to meet its risk management requirements in key business processes by providing appropriate training, education, and information to staff on risk and control issues, as well as effective management principles/practices.
• Contributes to continuous improvement, development and implementation of best practices and procedures by integrating quality standards and tools into processes.
• Reinforces the City's ongoing effort for organizational excellence by transforming the section into a higher performing and results-based team.
• Designs, coordinates, and implements program evaluations, operational reviews and audits to assess effectiveness and opportunities for improvement to meet compliance objectives.
• Provides policy analysis, planning and research expertise to senior management to support the delivery of the Quality Assurance program.
• Provides management staff with direction, guidance, processes, and tools to increase efficiencies and improve effectiveness of the service provided by this function.
• Gathers and analyzes data on staff training evaluations to improve technical training and skill acquisition.
• Conducts program reviews, audits, and develops and delivers training with Quality Assurance Assessor & Trainer.
• Recommends, develops, and monitors key performance indicators based on collection and analysis of information/findings and strategic Divisional priorities.
• Identifies below standard performance of staff and prepares reports recommending corrective actions to prevent re-occurrence.
• Produces analytics regarding staff performance as it relates to program targets and presents results to senior management with recommendations and strategies to improve efficiency and performance.
• Assist management in addressing any Internal Audit and Auditor General recommendations, where required.
• Appears and gives evidence in court and before the Building Code Commission and Ontario Municipal Board on the Ontario Building Code Act, the Ontario Building Code and other applicable laws, as required.

 

Key Qualifications

1. Post-secondary education in a discipline pertinent to the job function (i.e. business administration, statistics/audit, quality assurance, project management) or the equivalent combination of education and relevant experience.
2. Considerable experience designing and implementing program evaluations and conducting audits to assess effectiveness/opportunities for improvement to meet compliance objectives.
3. Experience supervising and training staff to foster teamwork and high work quality amongst staff.
4. Experience researching analyzing and visualizing data to improve services and supports for staff and/or clients.
5. Strong written communication skills to provide concise and clear documentation.
6. Excellent project management and program development skills.
7. Highly developed analytical, problem solving, communication, presentation and interpersonal skills.
8. Extensive knowledge of Microsoft Office products in order to create reports, spreadsheets, presentations (e.g. Word, Excel, PowerPoint, Visio) as well as other relevant application products to create work process materials (e.g. MS Project, Visio).
9. Ability to collect and analyze data to identify trends and detect problems and key issues.
10. Ability to define decision criteria and determine the most appropriate course of action.
11. Ability to establish objectives and schedule tasks and resources efficiently.
12. A thorough knowledge of occupational health and safety and related legislation (e.g. Occupational Health and Safety Act, Workplace Safety and Insurance Act).
13. Attention to detail and quality orientation - able to accurately check processes and outputs.
14. Strong organizational skills with the ability to work in a fast-pace, high demand work environment with competing priorities and deadlines.
15. Knowledge of municipal government operations, approval processes and political structure.

Toronto, the capital of the province of Ontario, is a major Canadian city along Lake Ontarios northwestern shore. It's a dynamic metropolis with a core of soaring skyscrapers, all dwarfed by the iconic, free-standing CN Tower. Toronto also has many green spaces, from the orderly oval of Queens Park to 400-acre High Park and its trails, sports facilities and zoo.