Quality Assurance Specialist

Position Summary:

The QA Specialist will play a critical role in maintaining ongoing compliance with contract requirements, responding to external audit reports, and actively contributing to the development and implementation of robust auditing systems and quality assurance tools. This includes evaluating the efficiency and effectiveness of operations and performance management for all the Service Provider sites. Success in this position will be measured through established KPIs, focusing on compliance rates, audit effectiveness, and the tangible impact of continuous quality improvement initiatives. This is an ideal opportunity for an analytical professional passionate about elevating quality and compliance within a collaborative and dynamic employment services environment

What You'll Do:

Compliance & Audit Management:

• Assist the Quality Assurance Supervisor and Lead on the quality assurance program and audit procedures, ensuring near 100% compliance with the funder’s contract and Service Provider delivery requirements.

• Manage and oversee 5% of total assisted intake per SP internal and external auditing activities per quarter, which include conducting on average 20-40 file checks per week

• Completing at least 2 visits per SP visits annually and executing follow-up activities for 100% of identified non-compliance issues.

• Respond to all external audit reports within the specified timeline (maximum 30-45 days)of receipt and prepare corrective action plans on behalf of the organization to achieve near 100% remediation success.

Quality Improvement & Systems Development:

• Support the development and initialization of at least 1-3 new processes for continual quality improvement, auditing systems, quality assurance tools, processes, and methods annually aimed at enhancing the evaluation of efficiency and effectiveness for Service Providers’ services.

• Develop, collect, and analyze customer service delivery satisfaction metrics for at least 3 key service areas quarterly to actively drive Continuous Quality Improvement initiatives.

• Utilize customer feedback, on-site observations, inter-departmental communication, and regular performance measures to identify 1-3 potential issues and areas for improvement per month.

• Identify potential areas of vulnerability and conduct root cause analysis for 100% of the identified critical issues per quarter, subsequently developing comprehensive mitigation action plans for 100% of these vulnerabilities.

Stakeholder Collaboration & Reporting:

• Co-lead in interfacing with the Ministry, Service Providers, and Senior Leadership at least once a month to proactively develop and monitor program practices, ensuring program goals are achieved in strict accordance with the Ministry of Labour, Immigration, Training, and Skills Development.

• Generate and submit weekly and monthly participation and quality assurance reports to leadership, highlighting trends, challenges, and improvement recommendations, while maintaining 100% accuracy in reported data.

• Provide consistent support to the QA Supervisor, QA Lead, Learning & Development, and Service Delivery teams in at least 2-4joint initiatives per quarter, aimed at enhancing overall program quality and training effectiveness.

You’re a Great Fit for This Role If You Have:

• Bachelor’s degree in a related discipline required. Acceptable fields of study include Quality Assurance, Public Administration, Social Work, Human Services, Business Administration, or other fields related to workforce development and program evaluation. Master’s degree in a relevant field is a plus.

• Minimum 3-5 years Quality Assurance, monitoring, and/or Compliance experience in a similar role.

• Experience with Continuous Quality Improvement frameworks and instruments.

• Experience of accurate electronic data analysis and QA.

• Prior experience responding to external audit reports and preparing corrective action plans.

• Experience in developing and implementing processes for continual quality improvement.

Who We Are:

Fedcap Canada is committed to enhancing employment services, supporting job seekers, and strengthening community partnerships. We are focused on building an inclusive workforce that meets the diverse needs of Ontario’s labour market.

Fedcap Canada provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process.

Accessibility & Accommodations
Fedcap Canada warmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the AODA Employment Standard. Please inform the recruiter if you require accommodations, including accessible formats or adjustments during interviews.