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311 Quality Improvement Analyst

2 weeks ago

Winnipeg, Canada City of Winnipeg Full time

Reporting to the Manager, 311 Contact Center, the 311 Quality Improvement Analyst is responsible for analyzing data, identifying trends, and provide actionable insights to improve operations, enhance customer/citizen experience, and optimize service delivery processes. Working closely with various stakeholders, including division heads, the 311 contact centre manager, other contact centre employees, and city officials, the incumbent will contribute to strategic decision-making and help drive continuous improvement initiatives. The 311 Quality Improvement Analyst will supervise the Knowledge Management Liaison’s (KML’s) and the Quality Assurance (QA) team.

**As the 311 Quality Improvement Analyst you will**:

- Manages data collection for the entire division. Performs data modeling, data analysis, research and report generation. Identifies and corrects problems with data. Coordinates the review of systems and processes, and recommends new systems or changes to existing systems.
- Provides leadership, supervision and direction to the staff reporting to this position.
- Recommends the development and implementation of change initiatives on a division wide basis.
- Assists divisional leadership by providing statistical data, tables, graphs, and other information to support planning, projects and other initiatives.
- Engage with business partners through dialogue and analysis to identify needs and solutions

**Your education and qualifications include**:

- Minimum of 2-year Diploma or Bachelor’s Degree in management, business, or an equivalent combination of education and experience may be considered
- Related certification such as Certified Business Analysis Professional (CBAP), Certification of Competency in Business Analysis (CCBA), or Professional in Business Analysis (PMI-PBA) is preferred
- Two (2) years of experience performing business requirements analysis, business/system process change and organization transformation
- Experience working with stakeholders to identify business needs and objectives including analyzing complex issues and work with departmental leaders to design and implement practical solutions and tools
- Strong leadership abilities along with previous experience supervising staff including performance management activities, building capacity, promoting continuous learning and development skills.
- Experience in documenting business requirements, data analysis and process models, and functional specifications (use cases, user stories with acceptance criteria, business rules)
- Experience in preparing, analyzing, auditing and/or interpreting Departmental and statistical reports
- Ability to use judgement to form conclusions, ensuring that proposals or arguments are supported by strong logic and a compelling business case
- Ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts, and the public
- Excellent verbal communication skills with ability to facilitate discussions and engage and influence partners to achieve targeted outcomes
- Strong written communication and documentation skills with ability to produce clear and concise business and process requirements and functional specifications
- Excellent analytical and problem-solving skills that rely on a structured approach with the ability to quickly learn new concepts/processes
- Strong interpersonal, coaching and mentoring skills with the ability to work effectively in a team environment
- Knowledge of software implementation and development methodologies, processes and practices

**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.