Quality Assurance

7 days ago

Winnipeg, Canada City of Winnipeg Full time

**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.

**CORE COMPETENCIES FOR ALL EMPLOYEES OF THE CITY OF WINNIPEG**:

- Citizen & Customer Focus
- Respecting Diversity
- Ethics and Values
- Integrity and Trust
- Results Oriented

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