Quality Coordinator

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

**OUR VALUES**

**RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION**

**WHO YOU ARE**

We are seeking an individual who is committed to promoting excellence and consistency, and who demonstrates strong attention to detail, sound judgment, and alignment with our corporate values of respect, integrity, collaboration, accountability, and service. Reporting to the Supervisor, Quality and Peer Learning, the Quality Coordinator plays a vital role in ensuring service quality through the review and evaluation of calls against established matrices, standards, processes, and policies. This position is responsible for supporting and facilitating the Quality Management Program by managing review workflows, maintaining accurate documentation, and addressing complaints from members of the public, partner agencies, and internal stakeholders. The Quality Coordinator also acts as the primary point of contact for Quality Management within Operations, working in close partnership with Operations Enablement to drive the integration and consistency of quality practices across the organization.

**WHAT YOU WILL DO**
- Follows the Quality Review Process, conducts quality reviews to ensure staff performance aligns with established standards, procedures, and policies.
- Maintains and facilitates the Quality Management System including supporting communication with the management leadership team, administration of the program, as well as creating and managing monthly review assignments and maintaining review rotation. Coordinating the review of complaints from members of the public and partner agencies, as well as internal leadership concerns, and escalations.
- Contributes to the development and creation of quality management evaluations by leveraging dashboard data and facilitates their accurate and timely distribution to MLT, while supporting dashboard maintenance as needed.
- Works closely with internal partners in Training, Coaching, Operations Performance and Data Analytics on Quality Management metrics and Key Performance Indicators (KPI)s. Supports the maintenance, monitoring and reporting of quality data.

**WHAT YOU’LL NEED**
- Vocational/Technical School or associate’s degree in the field of Quality Assurance or Quality Management.
- A minimum of 3 years of Call Taking experience and at least 1 year in the coordination, administration, and support of quality assurance initiatives within a contact center, emergency services environment, or similar.

**Security Requirements**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 3-5 years.

**Vaccination Policy**:
E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

**WHAT WE OFFER**
- Competitive salary - with the opportunity for increases.
- Generous vacation plan.
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program.
- Excellent extended health and dental benefits.
- Pension - we are members of the Municipal Pension Plan, a defined benefits plan.
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

**JOB DETAILS**
- **Number of positions**: Minimum of One (1)
- **Job status**: Regular Full-Time
- **Hours of work**: Monday to Friday, 40 hours per week
- **Wage/Salary**: PG 22 | $40.53 to $47.68 hourly; $84,302 to $99,174 annually (2025 rates)
- **Employee Group**: CUPE 8911
- **Department**: Operations
- **Location**: E-Comm Lower Mainland - 3301 E. Pender Street, Vancouver/hybrid
- **Internal applicant**Eligibility List**:**An eligibility list may be created from the competition results of this posting and used to fill Quality Coordinator positions (RFT or TFT) which may arise in the six [6]-month period following this posting.
- **Interviews**: Interviews will be held from November 26-28, 2025.

**HOW TO APPLY