Job ID: 60776
Job Category: Policy, Planning & Research
Division & Section: Social Development, Finance & Admin, HSI Application & Support Office
Work Location: Union Station, 61 Front St W. Toronto, ON M5J 1E5
Job Type & Duration: Full-time, Permanent vacancy
Salary Range: $126,000 - $176,140, TM2308 and Wage Grade 8
Hiring Zone: $132,676 to $143,848
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 26-Jun-2026 to 10-Jul-2026
Job Summary:The Manager, Quality Assurance and Data Management will lead the development, implementation and continuous improvement of quality assurance frameworks across Human Services Integration (HSI) service channels, including call centre operations, in-person service delivery and online application processing.
Reporting to the Director, the Manager oversees three integrated teams-Training & Development, Quality Assurance, and Data & Analytics-ensuring strong alignment between service delivery, system functionality and performance outcomes.
This role is accountable for leveraging data insights, performance metrics and client experience indicators to proactively identify service gaps, inform training strategies and drive continuous improvement initiatives that enhance quality, consistency, efficiency and client satisfaction across all channels.
Major Responsibilities:- Develops and implements detailed plans and recommends quality assurance policies and procedures regarding internal and external program specific requirements.
- Manages, motivates and trains the unit'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 controls vacation and overtime requests.
- Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
- Develops, recommends and administers the annual budget for the unit, and ensures that the unit's expenditures are controlled and maintained within approved budget limitations.
- Establishes a quality assurance program and provides oversight and guidance on best practices, tools and metrics to promote consistency, collaboration and efficiency.
- Manages the divisional quality assurance program and acts as a resource on all matters relating to quality assurance.
- Leads the improvement of Human Services Integration Unit's performance through analysis, development and implementation of sound quality assurance practices and procedures.
- Leads the Human Servies Integration Team to help develop and promote new performance metrics.
- Develops, maintains and manages client relationships and leads the Units management in addressing client related matters and emerging client issues.
- Monitors and conducts investigations into service complaints, seeks effective resolutions and makes recommendations for service improvements based on findings.
- Conducts research into quality assurance, ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
- Ensures a consistent approach, timeliness and accountability for the implementation of all internal and external quality assurance initiatives.
- Develops long term plans, sets objectives and monitors organizational performance.
- Cultivates a culture of continuous improvement within the Unit, evaluating program delivery on an ongoing basis in consultation with staff, senior management, service users and partners, implementing and managing change to improve effectiveness and efficiency.
- Ensures compliance with all established policies and procedures through constant review and audit programs in combination with effective quality improvement activities.
- Supports the understanding of performance standards and expectations through established performance review processes.
- Ensures that all performance reporting includes a comprehensive analysis including the impact of trends, anomalies and limitations in the data.
- Represents the division at meetings and consults with members of the public, Council, internal and external clients and various stakeholders.
- Identifies training needs and ensures the provision of opportunities for continued staff development and to deal with emerging issues.
- Provides advice and consults with senior management and operations managers on a variety of complex issues such as quality assurance policies and procedures, strategic planning processes and performance development programs.
- Anticipates and identifies emerging trends, patterns and issues and makes recommendation to senior management regarding program improvement or development.
Key Qualifications:- Post-secondary education in a relevant discipline such as public administration, business, social sciences, data analytics or a related field, or an equivalent combination of education and experience.
- Considerable experience leading quality assurance, performance management or continuous improvement initiatives in a complex, multi-channel service environment.
- Experience managing multidisciplinary teams, including training, technical support and data/analytics functions, with demonstrated leadership and staff development skills.
- Extensive experience using data analytics, performance metrics and reporting tools to inform decision-making, identify trends and drive operational improvements.
- Experience working with call centre operations, in-person service delivery and digital service platforms, including familiarity with CRM and telephony systems.
- Ability to design and implement training strategies informed by QA findings, operational needs and system changes.
- Advanced analytical, problem-solving and critical thinking skills, with the ability to synthesize complex information into actionable insights.
- Excellent communication, interpersonal and presentation skills, with the ability to influence and collaborate with stakeholders at all levels.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced, evolving environment.
Note To Current City of Toronto EmployeesCity of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".
