Quality Assurance

3 days ago

Winnipeg, Canada City of Winnipeg Full time

Reporting to the Coordinator, Quality Assurance of the Winnipeg Parking Authority, the QA and Training Specialist is responsible for the overall standard of professional customer service provided by WPA staff and contracted staff who provide a range of information to the public. The position coordinates the consolidation and content of information for release to various requestors such as: internal and external stakeholders, senior members of the public service, council and the Mayor’s office.

The position is the lead trainer for WPA and is responsible for implementing quality improvement measures, creating and modifying all standard operating procedures and the development, evaluation, administration and delivery of training programs for contracted Compliance Officers, Screening Officers, Quality Assurance initiatives, Customer Service staff and all divisions with the WPA.

This role will also be responsible for the development of training related to The Municipal By-law Enforcement Act (MBEA) for all departments who issue penalty notices under their respective by-laws. A comprehensive understanding of provincial legislation and municipal by-laws, including the interpretation/administration of the Municipal By-law Enforcement Act and Provincial Offences Act is required.

**As the** **_Quality Assurance & Training Specialist_** **you will**:

- Oversee the delivery of Customer Service operations, develop and deliver training for the Parking Authority and related stakeholders.
- Monitor quality of services provided to customers by the WPA and act as quality expert to ensure a high level of customer satisfaction is achieved through services provided by WPA staff.
- Develop and organize the structure and content for Standard Operating Procedures (SOP) for all WPA activities and create and modify messaging for the WPA's services.
- Development and delivery of training for staff and contractors providing service for the WPA.
- Act as the primary liaison for 311 on all communication including training and new scripting.
- Act as the primary liaison for SharePoint development for all WPA departments.
- Perform other duties as assigned.

**Your education and qualifications include**:

- Certificate, Diploma or University degree in Business Management, Administration, HR Management, or a related discipline; or an equivalent combination of related education and experience.
- Certificate in Adult Education or similar post-secondary education would be preferred.
- Two (2) years of directly related work experience.
- Experience with enforcement of Municipal By-laws.
- Experience working with MBEA related bylaws is preferred.
- Experience developing training programs that improve service delivery.
- Experience with development of technical and operational policies and procedures.
- Leadership experience demonstrating mentorship, coaching and supervisory responsibilities.
- Strong verbal communication skills demonstrating the ability to adapt communication of complex technical information to a diverse audience.
- Adaptive presentation skills that engage an audience and relay concepts effectively, deliver relevant take-away information.
- interpersonal skills demonstrating the ability to develop and maintain effective working relationships.
- Detail oriented written communication skills, with the ability to effectively convey complex technical information.
- Ability to maintain composure and professionalism in demanding situations.
- Ability to work independently demonstrating good organizational skills under tight time frames and competing demands.
- Knowledge of municipal by-laws, provincial acts, and court administrative and judicial functions as they relate to the duties of the position is preferred.
- Knowledge of civic structure is preferred.

**Conditions of employment**:

- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.

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