Emergency Communications Centre Supervisor – Quality Assurance Unit Job Listing at City of Edmonton in Edmonton, AB (Job ID 53873)

Description

The Quality Assurance Supervisor is responsible for the direct oversight and leadership of the ECOMB Quality Assurance team, comprised of Emergency Communications Officers on-loan to the unit.  This position reports directly to the Quality Assurance and Training Manager. The QA supervisor will play an integral role in the development and adherence to the ECOMB Annual Quality Assurance Plan. The supervisor will be directly responsible for setting goals and objectives for the unit to achieve to ensure compliance within the Quality Assurance Plan and IAED / AEMA standards. Coaching and mentoring is a large portion of this portfolio, as the QA Supervisor is responsible for on—boarding Quality Assurance ECOs into the unit and ensuring that new secondees are trained and calibrated to achieve standardization within their work.  The QA Supervisor also works closely with operational supervisors to provide coaching and guidance in accordance with policies and procedures. Responsibilities will include:

• Supervision of quality assurance staff, including the completion of Annual Performance Plans, setting of work targets, and leading day-to-day team functions.
• Review completed work of the QA staff to ensure accuracy and consistency of scoring.
• Complete secondary reviews of call audios upon request. 
• Prioritize and manage workload for the unit, including random IPR audits, supervisor requests and HR related call reviews.
• Maintain and develop appropriate tracking mechanisms to create defensible records as they relate to IPRs and the related outcomes.
• Liaise with partner agency PSAPs to align quality assurance processes.
• Subject Matter Expert in ECOMB SOPs, policies and provincial standards. 
• Monitor and mitigate operational risk by ensuring all audit outcomes and performance findings are documented and defensible.
• Maintain secure storage and confidentiality of IPRs, performance files, and complaint investigations.
• Liaise with floor supervisors and operational staff to ensure understanding and adherence to the QA requirements and processes.
• Provide coaching and mentoring to peer level supervisors when addressing non-compliant IPRs.
• Communicating patterns of non-compliance and issues to floor supervisors with a solution to address gaps.
• Communicate PSB / Citizen Complaints to floor supervisors to increase transparency.
• Assist in coaching conversations for ECOs who are non-compliant with IPRs.
• Recommendations to DMT on amendments to Branch wide SOPs and policies.
• Provide data-driven insights and recommendations that support consistent supervisory coaching and reduce variation in performance expectations.
• Teach and train members of the Training Unit in completing 9-1-1 IPRs for additional resources.
• Liaise with training unit when patterns of behavior are identified to ensure training is adapted to proactively address the issues. 
• Collaborate with Training Unit to develop monthly newsletter and Q-Tips to be shared with the floor.
• Translate identified risks and recurring performance trends into training improvements and content updates.