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Coordinator of Quality Assurance

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Winnipeg, Canada City of Winnipeg Full time

Under the general direction of the Manager-Regulation and Compliance, the Coordinator-Quality Assurance drives the Winnipeg Parking Authority’s (WPA) continuous improvement initiatives and is responsible for the development, implementation, and continual evaluation of divisional process design, operational practices, and administrative procedures to optimize performance and to maintain compliance with legislative requirements. The position will oversee the quality assurance function and perform quality assurance audits for the Winnipeg Parking Authority (WPA) and all other City departments involved with the administration of the Municipal By-law Enforcement Act (MBEA), including ongoing assessment of enforcement practices, decision-making, and other administrative functions.

The Coordinator - Quality Assurance will design, analyze, implement and evaluate quality control functions, business processes, and continuous improvement activities using proven methodologies (such as Lean Principles) and data analytics and will be responsible for reviewing, recommending, and preparing changes to City by-laws and enforcement policies. This individual will integrate their expertise in process improvement, regulatory and compliance systems, performance measurement, and group facilitation into a wide range of complex projects involving multiple stakeholders.

**As the** **Coordinator of Quality Assurance** **you will**:

- Supports the administrative functions of the Municipal By-law Enforcement Act (MBEA) by developing quality control methods and providing procedural support for the Enforcement, Screening, and Adjudication of by-law penalty notices for all civic enforcement agencies.
- Designs and oversees Quality Assurance systems and business procedures by ensuring timely detection and resolution of process issues, preparing WPA divisions for project implementation, and identifying initiatives that enhance service delivery.
- Responsible for evidence control, records maintenance, chargeback reporting, fee disputes, and the complaints response process including the development of standards and procedures related to each process.
- Provides leadership, supervision, and performance management for Customer Service and Quality Assurance and identifies training needs related to service delivery.

**Your education and qualifications include**:

- Bachelor’s Degree in a relevant area such as Public Administration, Business Administration, Quality Assurance, Quality Management, Political Science, Statistics, or a combination of equivalent education, training, and experience.
- Completion of post-secondary courses in the area of business, lean principles, change management, management, or leadership development, is preferred.
- Minimum of three years of experience in compliance auditing, risk assessments, and/or organizational reviews and program evaluation.
- Experience managing, supervising, or leading employees.
- Experience with the successful implementation of quality improvement initiatives.
- Experience with independent research and development to provide recommendations
- Experience working with and analyzing data sets.
- Experienced with the development and delivery of training and training programs.
- Strong research and analytical skills.
- Ability to develop workflow processes and business rules in a complex, regulatory environment.
- Ability to manage the delivery of services to the public in accordance with legislation, including establishing and monitoring appropriate policies and procedures and implementing and managing service performance targets.
- Strong collaborator and adept in influencing and gaining commitment from stakeholders to reach an agreement.
- Ability to perform under pressure in high-stress or emotionally challenging environment involving quick, quality decision-making and effective problem-solving.
- Ability to initiate action with limited supervision and instruction.
- Strong verbal communication skills with the ability to facilitate, present and lead small projects with multiple stakeholders
- Strong written communication skills to write reports, convey complex statistical information to any audience and reduce legal jargon to plain language.
- Ability in preparing, and/or analyzing and interpreting, financial and statistical reports.
- Ability to deal with confidential information/material in an appropriate manner.

**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.
- The successful applicant must maintain a membership in good standing with the Canadian Council of Administrative Tribunals (CCAT) - within 3 months.

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

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