As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across British Columbia. Our people are passionate about their work and public safety, and we are looking for someone to join our team who shares that same spirit of collaboration and wants to contribute to our vision of safer communities in British Columbia through excellence in public safety communication.

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

WHO YOU ARE

We are seeking an individual who is committed to promoting excellence and consistency, and who demonstrates strong attention to detail, sound judgment, and alignment with our corporate values of respect, integrity, collaboration, accountability, and service. Reporting to the Manager, Learning Design and Delivery, the Quality Coordinator plays a vital role in ensuring service quality through the review and evaluation of calls against established matrices, standards, processes, and policies. This position is responsible for supporting and facilitating the Quality Management Program by managing review workflows, maintaining accurate documentation, and addressing complaints from members of the public, partner agencies, and internal stakeholders. The Quality Coordinator also acts as the primary point of contact for Quality Management within Operations, working in close partnership with Operations Enablement to drive the integration and consistency of quality practices across the organization.

WHAT YOU WILL DO

• Follows the Quality Review Process, conducts quality reviews to ensure staff performance aligns with established standards, procedures, and policies.
• Maintains and facilitates the Quality Management System including supporting communication with the management leadership team, administration of the program, as well as creating and managing monthly review assignments and maintaining review rotation. Coordinating the review of complaints from members of the public and partner agencies, as well as internal leadership concerns, and escalations.
• Organizes and facilitates calibration sessions, ensuring quality review materials are accurate, up-to-date, and well-documented. Trains team members and new Quality Reviewers on the review process, documentation requirements, and quality assurance protocols to ensure consistent application.
• Contributes to the development and creation of quality management evaluations by leveraging dashboard data and facilitates their accurate and timely distribution to MLT, while supporting dashboard maintenance as needed.
• Works closely with internal partners in Training, Coaching, Operations Performance and Data Analytics on Quality Management metrics and Key Performance Indicators (KPI)s. Supports the maintenance, monitoring and reporting of quality data.

WHAT YOU’LL NEED

• Vocational/Technical School or associate’s degree in the field of Quality Assurance or Quality Management.
• A minimum of 3 years of Call Taking experience within an emergency service or first responder environment, and at least 1 year in the coordination, administration, and support of quality assurance initiatives within a contact center, emergency services environment, or similar.

Security Requirements:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 3-5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

Vaccination Policy:

E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

WHAT WE OFFER

• Meaningful work - work with a sense of purpose, supporting the public and first-responders.
• Competitive salary - with the opportunity for increases.
• Generous vacation plan.
• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program.
• Excellent extended health and dental benefits.
• Pension - we are members of the Municipal Pension Plan, a defined benefits plan.
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

JOB DETAILS

• Number of positions: Minimum of One (1)

• Job status: Regular Full-Time

• Hours of work: Monday to Friday, 40 hours per week

• Wage/Salary: PG 22 | $40.53 to $47.68 hourly; $84,302 to $99,174 annually (2025 rates)

• Employee Group: CUPE 8911

• Department: Operations

• Location: E-Comm Lower Mainland - 3301 E. Pender Street, Vancouver/hybrid

• Internal applicant **Eligibility List:**An eligibility list may be created from the competition results of this posting and used to fill Quality Coordinator positions (RFT or TFT) which may arise in the six [6]-month period following this posting.

• Training: Training will be offered for this position. An internal candidate who does not currently hold an associate degree will be provided with the necessary training to meet the equivalent qualifications

• Recruitment process: A video interview may be used, followed by a behavioural and situational based panel interview. A signed file review summary form outlining any documented issues related to attendance, performance or conduct will be completed by your current supervisor as part of the application process Relevant issues may prevent a candidate from moving through the selection process. (internal only).

• Interviews: Interviews will be held from September 23 – September 26, 2025.

• CLOSING DATE FOR APPLICATIONS: Monday, August 25, 2025 @ 11:59pm Pacific Time

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability please email talent@ecomm911.ca

HOW TO APPLY

Select Apply Now and follow the instructions provided to submit your application.