Quality Assurance & Training Specialist

City of Winnipeg; Winnipeg; Hybrid; CAD 2,000 - 4,000; Full time

Job summary

A municipal government organization in Winnipeg is looking for a Quality Assurance and Training Specialist. The role involves overseeing customer service operations, developing training programs, and implementing quality improvement measures. Ideal candidates should have a relevant degree and experience in customer service training. The position offers a hybrid work model with benefits and career advancement opportunities. Apply by December 29, 2025 to join a diverse and inclusive workplace.

Benefits

Competitive salary

Employer-paid benefits

Pension plans

Qualifications

• Two (2) years of directly related work experience.
• Knowledge of municipal by-laws and provincial acts is preferred.
• Experience developing training programs that improve service delivery.

Responsibilities

• Oversee the delivery of Customer Service operations and training for the Parking Authority.
• Monitor quality of services provided to customers and ensure high satisfaction.
• Develop and organize the structure and content for Standard Operating Procedures (SOP).

Skills

Verbal communication skills

Interpersonal skills

Detail-oriented written communication

Organizational skills

Education

Certificate, Diploma or University degree in Business Management

Certificate in Adult Education

Tools

Microsoft Office Suite

SharePoint

Job description

Quality Assurance and Training Specialist

Recruitment Details

Department: Public Works - Winnipeg Parking Authority

Designation Work Location: 495 Portage Avenue, Hybrid with designated work location

Position Type: Permanent on a temporary basis, Full-time

Hours of Work: 8:30 a.m. to 4:30 p.m., Monday to Friday

Salary: Schedule A1 $2,423.22 – $3,251.99 Biweekly (Grade 2); Schedule A2 $2,423.22 – $2,963.79 Biweekly (Grade 2)

Employee Group: W.A.P.S.O.

Posting No.: 126561

Closing Date: December 29, 2025

Providing a wide range of services to over half of all Manitobans, the City of Winnipeg is one of the largest employers in Manitoba. We provide a comprehensive range of benefits and career opportunities to our employees. These include competitive salaries, employer-paid benefits, dental and vision care, pension plans, and maternity/parental leave programs. Additionally, we offer education, training, and staff development opportunities to ensure that our employees are equipped with the necessary skills to advance in their careers.

Our Benefits web page provides detailed information about the benefits we offer, and we encourage you to visit it for further information at City of Winnipeg Benefits. We take pride in fostering a diverse, safe, and healthy workplace where our employees can thrive and achieve their full potential.

Flexible work arrangements, which may include flexible hours, remote work, or a hybrid of remote work may be available; subject to review and approval. Please note that employees who are approved to work remotely are responsible for and must demonstrate that they are available to return to their Designated Work Location and/or other work location to attend meetings or attend other tasks that occur in person.

The City is committed to attracting and retaining a diverse, skilled workforce that is representative and reflective of the community we serve. Applications are encouraged from equity groups that have been and continue to be underrepresented at the City; Indigenous Peoples, Women, Racialized Peoples, Persons with Disabilities, 2SLGBTQQIA+ Peoples and Newcomers are encouraged to self-declare.

Requests for Reasonable Accommodation will be accepted during the hiring process.

Preference to internal applicants may be applied.

Job Profile

Reporting to the Coordinator, Quality Assurance of the Winnipeg Parking Authority, the QA and Training Specialist is responsible for the overall standard of professional customer service provided by WPA staff and contracted staff who provide a range of information to the public. The position coordinates the consolidation and content of information for release to various requestors such as: internal and external stakeholders, senior members of the public service, council and the Mayor’s office.

The position is the lead trainer for WPA and is responsible for implementing quality improvement measures, creating and modifying all standard operating procedures and the development, evaluation, administration and delivery of training programs for contracted Compliance Officers, Screening Officers, Quality Assurance initiatives, Customer Service staff and all divisions with the WPA.

This role will also be responsible for the development of training related to The Municipal By-law Enforcement Act (MBEA) for all departments who issue penalty notices under their respective by-laws. A comprehensive understanding of provincial legislation and municipal by-laws, including the interpretation/administration of the Municipal By-law Enforcement Act and Provincial Offences Act is required.

As The Quality Assurance & Training Specialist You Will

• Oversee the delivery of Customer Service operations, develop and deliver training for the Parking Authority and related stakeholders.
• Monitor quality of services provided to customers by the WPA and act as quality expert to ensure a high level of customer satisfaction is achieved through services provided by WPA staff.
• Develop and organize the structure and content for Standard Operating Procedures (SOP) for all WPA activities and create and modify messaging for the WPA’s services.
• Development and delivery of training for staff and contractors providing service for the WPA.
• Act as the primary liaison for 311 on all communication including training and new scripting.
• Act as the primary liaison for SharePoint development for all WPA departments.
• Perform other duties as assigned.

Your Education And Qualifications Include

• Certificate, Diploma or University degree in Business Management, Administration, HR Management, or a related discipline; or an equivalent combination of related education and experience.
• Certificate in Adult Education or similar post-secondary education would be preferred.
• Two (2) years of directly related work experience.
• Experience with the interpretation, application, and enforcement of Provincial legislation.
• Experience with enforcement of Municipal By-laws.
• Experience working with MBEA related bylaws is preferred.
• Experience developing training programs that improve service delivery.
• Experience with development of technical and operational policies and procedures.
• Leadership experience demonstrating mentorship, coaching and supervisory responsibilities.
• Strong verbal communication skills demonstrating the ability to adapt communication of complex technical information to a diverse audience.
• Adaptive presentation skills that engage an audience and relay concepts effectively, deliver relevant take-away information.
• Interpersonal skills demonstrating the ability to develop and maintain effective working relationships.
• Detail oriented written communication skills, with the ability to effectively convey complex technical information.
• Ability to maintain composure and professionalism in demanding situations.
• Ability to work independently demonstrating good organizational skills under tight time frames and competing demands.
• Knowledge of municipal by-laws, provincial acts, and court administrative and judicial functions as they relate to the duties of the position is preferred.
• Knowledge of civic structure is preferred.
• Established computer skills in word processing, spreadsheet, and database applications, and the ability to learn new software applications quickly.
• IMPORTANT : Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.

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.
• A Police Record Check satisfactory to the employer will be required from the successful candidate, at their own expense.

How To Apply

• Current resume (Required).
• Applications submitted without REQUIRED documentation will not be considered.
• Your application documents must clearly indicate how you meet the qualifications of the position.*

Notes

Online applications can be submitted at http://www.winnipeg.ca/hr/. For instructions on how to apply and how to attach required documents please refer to our FAQ's or contact 311.

Position Reports To

• Coordinator, Quality Assurance.

*In accordance with Article 4, an employee who enters the bargaining unit on or after the date of ratification (October 29, 2020) shall be placed on Schedule A-2. Employees of the bargaining unit who are on Schedule A-2 at the time of ratification will continue to be paid in accordance with Schedule A-2. Employees of the bargaining unit who are on Schedule A-1 at the time of ratification will continue to be paid in accordance with Schedule A-1 until they are the successful applicant to a position at a higher Administrative Salary Level (Grade) or they (or the Association on their behalf) initiate a successful reclassification to a higher Administrative Salary Level (Grade) in which case they will be placed on Schedule A-2 and subsequently follow article 25-2 (Position Evaluation - Treatment of Incumbents).

If and when this temporary position becomes permanent, the successful applicant to this bulletin will automatically receive this position and a further bulletin will not be necessary.

Only candidates selected for interviews will be contacted.