Position Summary
The Quality Assurance (QA) Supervisor reports to the Director of Management Services and supports the continuous improvement of COHO's service delivery systems, operational practices, and quality standards.
Working collaboratively with the Director of Management Services, COO, management team, Staff Supervisor, Training, and operational staff, the incumbent helps ensure that COHO's established service standards, systems, workflows, documentation practices, and contractual obligations are implemented consistently across client portfolios.
The position is responsible for conducting quality assurance reviews, evaluating the effectiveness of administrative, governance, records management, maintenance administration, and operational systems, identifying risks and service gaps, and recommending improvements that strengthen service quality, consistency, accountability, and client outcomes. Findings from reviews are used to support organizational learning, continuous improvement, staff development, operational planning, and service excellence.
The incumbent also serves as COHO's senior relief and transition resource. During staff absences, portfolio transitions, onboarding of new clients, service concerns, or operational reviews, the position may be assigned responsibility for individual client portfolios. These assignments provide operational continuity while also allowing the incumbent to conduct detailed assessments of systems, documentation, governance practices, maintenance administration, service delivery processes, and adherence to COHO standards. Observations and findings from these assignments may inform broader quality assurance activities and organizational improvement initiatives.
Given the number and diversity of housing co-ops managed by COHO, reviews may include comprehensive portfolio reviews, targeted assessments, thematic reviews, transition reviews, spot checks, corrective action follow-up reviews, and organizational trend analysis.
The QA Supervisor provides objective observations intended to support continuous improvement and service excellence. The position does not have responsibility for employee discipline, labour relations matters, corrective action, performance management decisions, grievance processes, or any other supervisory functions reserved to management
Key Responsibilities
Quality Assurance Reviews and Service Evaluation
- Conduct quality assurance reviews of client management and maintenance operations using established organizational review tools, standards, procedures, and assessment frameworks.
- Evaluate governance administration, records management, member administration, maintenance administration, reporting practices, operational controls, communication systems, and service delivery processes.
- Assess adherence to established COHO standards, procedures, documentation requirements, contractual obligations, and operational expectations.
- Identify strengths, deficiencies, operational risks, service gaps, emerging concerns, and opportunities for improvement.
- Distinguish between isolated issues and broader systemic concerns that may require organizational attention.
- Prepare detailed written reports outlining findings, risks, recommendations, priorities, and opportunities for continuous improvement.
Relief Coordination and Portfolio Support
- Provide relief coordination services during planned and unplanned employee absences.
- Maintain continuity of service during vacancies, leaves, onboarding periods, portfolio transitions, and organizational change initiatives.
- Be assigned to client portfolios for the purpose of evaluating service delivery, stabilizing operations, supporting transitions, validating systems, conducting quality reviews, or assisting with implementation of improvement initiatives.
- Conduct operational "deep dive" reviews of selected portfolios to assess governance support, administrative practices, documentation standards, reporting systems, records management, maintenance administration, communication controls, operational continuity, and overall service quality.
- Support the implementation and follow-up of recommendations resulting from quality assurance reviews.
- Prepare transition summaries, findings reports, operational assessments, and corrective action follow-up documentation.
Ongoing Staff Development
- Support the Director of Management Services in the implementation and continuous improvement of COHO's Quality Assurance Program.
- Analyze findings across reviews to identify recurring themes, common deficiencies, emerging risks, organizational trends, and opportunities for improvement.
- Recommend improvements to systems, workflows, templates, reporting practices, documentation standards, controls, and service delivery tools.
- Support the development and maintenance of organizational benchmarks, review criteria, service standards, and quality indicators.
- Collaborate with the Training Supervisor to ensure quality assurance findings are incorporated into onboarding, curriculum development, refresher training, competency expectations, and professional development priorities.
- Share lessons learned and best practices to promote consistency and service excellence across portfolios.
Risk Management and Quality Monitoring
- Conduct reviews using a risk-based approach established by the Director of Management Services, considering factors such as organizational risk, client complexity, portfolio transitions, service concerns, previous findings, and operational priorities.
- Monitor the status of corrective actions and service improvement initiatives arising from quality assurance reviews.
- Validate implementation of agreed-upon improvements and identify areas requiring further attention.
- Support proactive identification of operational, governance, administrative, records management, continuity, and service delivery risks before they become significant organizational concerns.
- Assist in developing quality indicators, monitoring tools, dashboards, and reporting mechanisms that support organizational oversight and continuous improvement.
Employee Development and Quality Support
- Provide coaching, mentoring, guidance, and developmental feedback intended to support service quality, consistency, and operational effectiveness.
- Assist staff in understanding quality expectations, documentation standards, service requirements, and organizational procedures.
- Participate in onboarding activities and staff development initiatives where quality assurance findings identify learning opportunities.
- Provide objective observations and recommendations related to systems, processes, documentation practices, and service delivery outcomes.
- Participate in discussions regarding organizational learning and training needs.
The Staff Supervisor, Quality Assurance is not responsible for employee discipline, labour relations matters, corrective action, grievance processes, performance management decisions, or other supervisory functions reserved to management. The role's responsibility is limited to quality assurance, coaching, mentoring, service improvement, competency support, objective observations, and recommendations regarding operational practices and service delivery.
Qualifications
- Three to five years of progressively responsible experience as a COHO Management Coordinator is mandatory.
- Demonstrated experience supporting proactive quality assurance for clients while maintaining effective vendor relationships.
- Demonstrated experience designing and delivering adult learning, workplace training, coaching or mentoring.
- Strong knowledge of co-operative housing, governance, client service, operational workflows and risk escalation.
- Advanced working knowledge of ARCORI or comparable property management systems and strong Microsoft 365 skills.
- Demonstrated ability to develop practical documentation, assess competency and improve training based on evidence.
- Excellent written, verbal, facilitation, organization, time-management, problem-solving and conflict-resolution skills.
Core Competencies and Disposition
- Adult learning and facilitation; coaching and constructive feedback; planning and evaluation; sound judgment and accountability.
- Relationship-based service, curiosity, patience and the ability to build confidence while maintaining clear standards.
- Strong analytical skills, attention to detail, discretion and the ability to manage changing priorities.
- Commitment to co-operative values, continuous improvement, inclusion, shared learning and consistent service.
Working Conditions and Other Requirements
- Regular travel to client sites in the Lower Mainland and Greater Victoria; access to a vehicle and a flexible schedule are required.
- Flexibility to attend evening meetings or work outside normal office hours when operationally necessary.
- The average work week is 35 hours over five days; the position may be established at up to 40 hours based on operational requirements.
- Work includes extended computer use, routine office movement and occasional handling of materials or equipment.
Our Commitment
COHO fosters an inclusive and diverse workplace where people can be themselves. We value different perspectives and lived experiences and seek to ensure that our work with colleagues, members, clients and the public reflects respect and belonging.
This job description describes the general nature and level of work assigned to the role. It is not a comprehensive inventory of every duty, responsibility or qualification. The incumbent is expected to perform the essential responsibilities satisfactorily and may be assigned other related duties.
