Specialist, Quality Control and Assurance

JOB SUMMARY

The mandate of the Safety, Compliance, Training and Development Service is to provide training and development, safety and compliance, and quality and continuous improvement of bus, para transit and light rail services. Services and programs include appropriate safety and job training for transit employees, and the compliance, development and implementation of safety standards to protect the general public. 

You are responsible for planning, designing, developing, implementing and overseeing a quality assurance (QA) and quality control (QC) program for Transit Services. 

You work with management, operational staff, stakeholders and contractors to develop and lead key performance measurement and evaluation initiatives. You also respond to emerging program requirements, provide overall direction for the QA/QC program, incorporate quality assurance and continuous improvement, and conduct internal reviews and audits of internal programs and services with the goal of ensuring overall compliance with legislation and the regulatory framework.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in Business Administration, Public Administration, Commerce, Social Sciences or a related field. 

Minimum of 5 years of related experience in quality assurance/quality control or auditing, including research, analysis, performance measurement, strategic and operational planning, statistical analysis, and project management.

KNOWLEDGE

• Quality Assurance/Quality Control practices and procedures
• Principals, concepts, trends and developments in business and organizational performance measurement
• Research, data analysis methodologies and modeling techniques
• Audit methods, monitoring techniques and approaches
• Business process review and re-engineering concepts and methodologies
• Performance evaluation and benchmarking techniques
• General knowledge of departmental/branch policies and procedures
• Protocols for developing submissions, briefings and reports for review by senior management and/or Council and senior management  
• Policy development, implementation and evaluation techniques
• Program design and evaluation techniques
• Best practice approaches related to quality assurance/quality control programs
• Project management methods and techniques
• Working knowledge of computers, word processing software such as Microsoft Office and Excel and other technology and communications systems 
• Knowledge of applicable health and safety legislation, including the rights and duties of workers

COMPETENCIES, SKILLS AND ABILITIES

• Conduct research, best-practice and reviews, towards recommending enhancements
• Monitor and synthesize information from a variety of sources to establish future directions, trends, program elements and resources
• Manage a variety of multi-faceted and complex projects using project management techniques/skills
• Effective presentation delivery and facilitation skills for various work/staff/management groups
• Advanced writing skills to draft policy and procedures
• Establish effective working relationships with various different levels of staff and stakeholders within the branch, department and City
• Provide services related to QA/QC development and analysis, evaluation and best practices
• Develop and deliver effective presentations and briefings
• Communicate in a clear, concise and effective manner, both orally and in writing
• Work under pressure in an environment of evolution and rapid change
• Analytical, with a strong attention to detail
• Creative problem solver and strong interpersonal/communication skills
• Organized, efficient and productive in carrying out responsibilities
• Capable of managing multiple tasks and priorities under tight deadlines
• Client-service oriented in dealing with stakeholders, management and staff regarding complex and sensitive issues
• Contributes to team work, fosters strong working relationships with senior management, branch management, staff and peers