PROGRAM COORDINATOR QUALITY ASSURANCE

• Job ID: 59211
• Job Category: Community & Social Services
• Division & Section: Social Development, Finance & Admin, Community Safety & Wellbeing
• Work Location: City Hall, 100 Queen Street West
• Job Type & Duration: Full-time, Permanent Vacancy

• Salary Range: $105,241.00 - $160,649.00

• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 14-OCT-2026 to 26-OCT-2026

Job Summary:

To develop and implement standards, programs, policies, and procedures to ensure consistent practices across the Division in assigned section and compliance with established Divisional Standards. To provide oversight and leadership for the overall approach to quality assurance, support Divisional projects and Working Groups, develop, and coordinate staff training, and administer continuous improvement programs.

Major Responsibilities:

• Develops and implements detailed plans and recommends policies regarding program specific requirements.
• Collaborates with quality assurance staff across sections within the Divisional governance framework to coordinate Divisional programs.
• Supervises, motivates and trains the section's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Develops and coordinates all aspects of Divisional Compliance Quality Assurance programs including audits to evaluate section performance.
• Reviews identified gaps from internal audit findings and provides recommendations to management. Works with Divisional Working Groups on complex organizational change initiatives to help create a work environment and structure that facilitates and promotes a culture of continuous improvement, accountability, and organizational excellence.
• Conducts research into assigned section ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government. Identifies best practices and promotes the same.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Establishes goals, objectives, and develops and implements policies and procedures pertaining to quality assurance programs and reports on performance.
• Oversees quality assurance as it relates to the design of training programs, documentation and related materials to meet Divisional standards.
• Provides oversight for the overall approach to quality assurance and risk management services across the Division.
• Provides confidential assessments of assigned section issues, employee performance and makes recommendations for service optimization and business process simplifications resulting in policy/procedural changes, restructuring, changes in staffing levels and resource allocation.
• Provides support to management in employee relations matters as they relate to training, delivery of training and employee performance. Provides supporting evidence in the case of grievances based on audit evaluations.
• Deals with highly confidential and sensitive information regarding City operations, assets, resources, staff, as well as proposed or new management initiatives, strategies, or programs.
• Analyzes current procedures, policies, and assesses employee performance and data to develop options that strengthen activity monitoring in assigned section. Ensures documentation is adequate, consistent and non-compliant issues are mitigated.
• Oversees ongoing education and training of staff to improve the quality of services. Provides administrative, regulatory, and quality assurance training to staff.
• Develops, modifies, and implements training programs for staff to ensure consistency and compliance with legislative requirements and Divisional standards.
• Enhances the Division's control framework and ability to meet its risk management requirements in key business processes by providing appropriate training, education, and information to staff on risk and control issues, as well as effective management principles/practices.
• Contributes to continuous improvement, development and implementation of best practices and procedures by integrating quality standards and tools into processes.
• Reinforces the City's ongoing effort for organizational excellence by transforming the section into a higher performing and results-based team.
• Designs, coordinates, and implements program evaluations, operational reviews and audits to assess effectiveness and opportunities for improvement to meet compliance objectives.
• Provides policy analysis, planning and research expertise to senior management to support the delivery of the Quality Assurance program.
• Provides management staff with direction, guidance, processes, and tools to increase efficiencies and improve effectiveness of the service provided by this function.
• Gathers and analyzes data on staff training evaluations to improve technical training and skill acquisition.
• Conducts program reviews, audits, and develops and delivers training with staff.
• Recommends, develops, and monitors key performance indicators based on collection and analysis of information/findings and strategic Divisional priorities.
• Identifies below standard performance of staff and prepares reports recommending corrective actions to prevent re-occurrence.
• Produces analytics regarding staff performance as it relates to program targets and presents results to senior management with recommendations and strategies to improve efficiency and performance.
• Assists management in addressing any Internal Audit and Auditor General recommendations, where required.
• Appears and gives evidence in court and before Commissions on Acts, Codes or other applicable laws, as required (e.g. the Building Code Commission and Ontario Municipal Board on the Ontario Building Code Act, the Ontario Building Code).
  
  

Ensures work is undertaken in a manner that complies with and supports City compliance with the Ontario Occupational Health and Safety Act (OHSA), other relevant codes and regulations and City policies. The above reflects the general details considered necessary to perform the principle functions and shall not be construed as a detailed description of all the work requirements inherent in the job.

Key Qualifications:

1. Post-secondary education in a discipline pertinent to the job function (e.g., business administration, risk management, quality assurance) or the equivalent combination of education and relevant experience.
2. Considerable experience designing and implementing program evaluations, quality assurance programs, audits, performance measurement frameworks or continuous improvement initiatives within crisis response, healthcare, mental health, social services, community safety, emergency communications, government, non-profit or related sectors.
3. Considerable experience assessing and improving service quality, operational performance, client outcomes and service delivery processes within crisis response, healthcare, mental health, community safety, social services, government, non-profit or related environments
4. Considerable experience in conducting research, collecting, analyzing and visualizing data to identify key issues, trends and opportunities for improvement within government, non-profit, health or community social services.
5. Considerable experience in leading and managing complex projects from inception to completion including developing work plans, monitoring progress, and managing risks.
6. Experience collaborating with community-based organizations, healthcare providers, emergency services, and multidisciplinary partners in complex service delivery environments.
7. Ability to supervise, mentor and train staff to foster teamwork and high-quality work standards.
8. Ability to research, analyze and visualize data to improve services and supports for staff and/or clients.
9. Excellent project management and program development skills with ability to use project management methods and tools (e.g., Jira, MS Project). Project Management certification is considered an asset.
10. Strong organizational skills with the ability to work in a fast-paced, high demand work environment with competing priorities and deadlines.
11. Highly developed analytical, problem solving, communication, presentation and interpersonal skills, with the ability to work collaboratively with internal and external partners.
12. Strong written communication skills to provide concise and clear documentation.
13. Extensive knowledge of Microsoft Office applications for creating reports, spreadsheets, and presentations (e.g., Word, Excel, PowerPoint), as well as other relevant software used to develop work process materials (e.g., Visio).
14. A thorough knowledge of occupational health and safety and related legislation (e.g., Occupational Health and Safety Act, Workplace Safety and Insurance Act).
15. Knowledge of community safety and wellbeing approaches, including alternative community-based responses to mental health, substance use and social crises.
16. Knowledge of trauma-informed, person-centred, anti-racist, anti-oppressive, culturally responsive and equity-centred service delivery principles.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.