Quality Assurance Supervisor

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

• 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.

• 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…