Program Coordinator Quality Assurance

City of Toronto•Union, NJ

1d•$105,241 - $160,649•Onsite

About The Position

The Program Coordinator Quality Assurance develops and implements standards, programs, policies, and procedures to promote consistent practices and compliance with Divisional Standards. The role provides leadership and oversight for quality assurance and risk management across the Division, supports Divisional projects and Working Groups, coordinates staff training, and administers continuous improvement programs. The position supervises assigned staff and day-to-day operations, oversees Divisional Compliance Quality Assurance programs, and conducts audits, evaluations, operational reviews, and performance analysis. It identifies service and process improvements, supports management with policy analysis and recommendations, and helps strengthen accountability, risk controls, and organizational performance. The role also develops and delivers training, manages assigned budget responsibilities, handles sensitive and confidential information, and may provide evidence in court or before commissions as required. The position is full-time and permanent, based at City Hall, 100 Queen Street West. The schedule is Monday to Friday, 35 hours per week. The salary range is $105,241 to $160,649.

Requirements

Post-secondary education in a discipline pertinent to the job function, such as business administration, risk management, or quality assurance, or an equivalent combination of education and relevant experience.
Considerable experience designing and implementing program evaluations, quality assurance programs, audits, performance measurement frameworks, or continuous improvement initiatives in crisis response, healthcare, mental health, social services, community safety, emergency communications, government, non-profit, or related sectors.
Considerable experience assessing and improving service quality, operational performance, client outcomes, and service delivery processes in relevant service environments.
Considerable experience conducting research and collecting, analyzing, and visualizing data to identify issues, trends, and opportunities for improvement within government, non-profit, health, or community social services.
Considerable experience leading and managing complex projects from inception to completion, including developing work plans, monitoring progress, and managing risks.
Experience collaborating with community-based organizations, healthcare providers, emergency services, and multidisciplinary partners in complex service delivery environments.
Ability to supervise, mentor, and train staff to foster teamwork and high-quality work standards.
Ability to research, analyze, and visualize data to improve services and supports for staff and/or clients.
Excellent project management and program development skills, including the ability to use project management methods and tools.
Strong organizational skills and ability to work in a fast-paced, high-demand environment with competing priorities and deadlines.
Highly developed analytical, problem-solving, communication, presentation, and interpersonal skills, including the ability to work collaboratively with internal and external partners.
Strong written communication skills for producing concise and clear documentation.
Extensive knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint, and relevant software for developing work process materials, such as Visio.
Thorough knowledge of occupational health and safety and related legislation, including the Occupational Health and Safety Act and Workplace Safety and Insurance Act.
Knowledge of community safety and wellbeing approaches, including alternative community-based responses to mental health, substance use, and social crises.
Knowledge of trauma-informed, person-centred, anti-racist, anti-oppressive, culturally responsive, and equity-centred service delivery principles.

Nice To Haves

Project Management certification is considered an asset.

Responsibilities

Develop detailed plans and recommend policies regarding program-specific requirements.
Coordinate Divisional programs with quality assurance staff across sections within the Divisional governance framework.
Supervise, motivate, train, schedule, assign, and review the work of assigned staff; monitor performance and support teamwork, learning, and innovation.
Authorize and coordinate vacation and overtime requests, approve salary increments, and recommend disciplinary action when necessary.
Develop and coordinate Divisional Compliance Quality Assurance programs, including audits to evaluate section performance.
Review gaps identified through internal audits and make recommendations to management.
Work with Divisional Working Groups on organizational change initiatives that promote continuous improvement, accountability, and organizational excellence.
Research developments in the assigned section, including corporate policies and practices, legislation, and initiatives by other levels of government; identify and promote best practices.
Provide input into and administer the assigned budget, controlling expenditures within approved limits.
Establish goals and objectives, develop and implement quality assurance policies and procedures, and report on performance.
Oversee quality assurance for the design of training programs, documentation, and related materials to meet Divisional standards.
Provide oversight of the Division's quality assurance and risk management approach.
Prepare confidential assessments of section issues and employee performance and recommend service optimization, process simplification, policy or procedural changes, restructuring, staffing changes, and resource allocation.
Support management on employee relations matters related to training, training delivery, and employee performance; provide supporting evidence for grievances based on audit evaluations.
Analyze procedures, policies, employee performance, and data to strengthen activity monitoring; ensure documentation is adequate and consistent and mitigate non-compliance issues.
Oversee staff education and training, provide administrative, regulatory, and quality assurance training, and develop or modify training programs to support legislative and Divisional compliance.
Strengthen the Division's control framework and risk management through staff training, education, and information on risk, control issues, and effective management practices.
Integrate quality standards and tools into processes and contribute to continuous improvement and the implementation of best practices and procedures.
Design, coordinate, and implement program evaluations, operational reviews, and audits to assess effectiveness and identify opportunities for improvement.
Provide policy analysis, planning, and research expertise to senior management and guidance, processes, and tools to management staff.
Gather and analyze staff training evaluation data to improve technical training and skill acquisition.
Conduct program reviews and audits, and develop and deliver training with staff.
Recommend, develop, and monitor key performance indicators using collected and analyzed findings and Divisional priorities.
Identify below-standard staff performance and prepare reports recommending corrective action to prevent recurrence.
Analyze and present staff performance against program targets to senior management, with recommendations and strategies to improve efficiency and performance.
Assist management in addressing Internal Audit and Auditor General recommendations where required.
Appear and provide evidence in court and before commissions on applicable acts, codes, or laws as required.
Ensure work complies with and supports City compliance with the Ontario Occupational Health and Safety Act, other relevant codes and regulations, and City policies.