Program Coordinator Quality Assurance

Position Details

• Job Category: Community & Social Services
• Division & Section: Social Development, Finance & Admin, Community Safety & Wellbeing
• Work Location: City Hall, 100 Queen Street West
• Job Type & Duration: Full-time, Permanent Vacancy
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 14-OCT-2026 to 26-OCT-2026

Job Summary

To develop and implement standards, programs, policies, and procedures to ensure consistent practices across the Division in the 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 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 innovation.
• Supervises the day-to-day operation of assigned staff, including scheduling, assigning and reviewing 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 Divisional Compliance Quality Assurance programs, including audits to evaluate section performance.
• Reviews gaps identified in 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 promotes continuous improvement, accountability, and organizational excellence.
• Conducts research into the assigned section, taking into account developments in the field, corporate policies and practices, legislation, and initiatives by other levels of government. Identifies and promotes best practices.
• Provides input into and administers the assigned budget, ensuring expenditures are controlled and maintained within approved limitations.
• Establishes goals and objectives, develops and implements policies and procedures pertaining to quality assurance programs, and reports on performance.
• Oversees quality assurance relating 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 and employee performance, and recommends service optimization and business process simplifications resulting in policy or procedural changes, restructuring, changes in staffing levels, and resource allocation.
• Supports management in employee relations matters related to training, training delivery, and employee performance. Provides supporting evidence in grievance cases based on audit evaluations.
• Deals with highly confidential and sensitive information regarding City operations, assets, resources, staff, and proposed or new management initiatives, strategies, or programs.
• Analyzes current procedures, policies, employee performance, and data to develop options that strengthen activity monitoring in the assigned section. Ensures documentation is adequate and consistent and that non-compliant issues are mitigated.
• Oversees ongoing staff education and training to improve service quality. Provides administrative, regulatory, and quality assurance training to staff.
• Develops, modifies, and implements staff training programs to ensure consistency and compliance with legislative requirements and Divisional standards.
• Enhances the Division's control framework and ability to meet risk management requirements in key business processes by providing staff with appropriate training, education, and information on risk and control issues and effective management principles and practices.
• Contributes to continuous improvement and the development and implementation of best practices and procedures by integrating quality standards and tools into processes.
• Reinforces the City's ongoing effort toward organizational excellence by transforming the section into a higher-performing, results-based team.
• Designs, coordinates, and implements program evaluations, operational reviews, and audits to assess effectiveness and identify opportunities for improvement in meeting compliance objectives.
• Provides policy analysis, planning, and research expertise to senior management to support delivery of the Quality Assurance program.
• Provides management staff with direction, guidance, processes, and tools to increase efficiencies and improve the effectiveness of services.
• Gathers and analyzes data on staff training evaluations to improve technical training and skill acquisition.
• Conducts program reviews and audits, and develops and delivers training with staff.
• Recommends, develops, and monitors key performance indicators based on the collection and analysis of information and findings and strategic Divisional priorities.
• Identifies below-standard staff performance and prepares reports recommending corrective actions to prevent recurrence.
• Produces analytics regarding staff performance in relation to program targets and presents results to senior management with recommendations and strategies to improve efficiency and performance.
• Assists management in addressing Internal Audit and Auditor General recommendations, where required.