Quality Assurance Specialist

About this position

We are hiring in Hamilton, Ontario! Join us at Fedcap Canada for an exciting career as a Quality Assurance Specialist.

Mission: To help people who face barriers to work obtain employment and achieve self-sufficiency through innovative job training, placement, and support services.

Fedcap Canada is excited to play an integral part in the transformation of Ontario’s Employment Services system in its role as the Service System Manager for the Hamilton-Niagara catchment area. Fedcap Canada employees will work in partnership with service partners focused on providing tailored support for unemployed people, including those with disabilities, on their journey towards employment and into sustainable work. Our goals are to enhance local capacity while amplifying the good work and best practices already underway.

Job Title: Quality Assurance Specialist

Location: 225 King Williams St., Hamilton ON, L8R 1B1-Canada

FLSA Status: Non-Exempt

Position Type: Full-time

Position Summary:

The Quality Assurance Specialist of the Fedcap Canada team is responsible for monitoring, inspecting, and proposing measures to correct or improve the products and processes to meet the organization's established quality standards.

Essential Job Functions:

• Assist the Department Lead on quality assurance program and audit procedures in compliance with the contract and Service Provider delivery requirements are met.
• Provide support and recommendations to the Training & Development Team.
• Implement processes for continual quality improvement to ensure ongoing compliance with the contract.
• Respond to external programmatic audit reports and prepare corrective action plans on behalf of the organization.
• Support the development and initialization of auditing systems, quality assurance tools, processes, and methods for evaluating the efficiency and effectiveness of Service Providers program operations and performance.
• Interface with the Ministry Liaisons, Service Provider, and Senior Leadership to develop and monitor programmatic practices and ensure program goals are achieved in accordance with the Ministry of Labour, Training, and Skills Development.
• Manage and oversee internal/external auditing activities which may include workplace environmental assessments, arrange onsite visits, carrying out pre-audit checks and follow-up activities.
• Develop, collect, and analyze customer service delivery satisfaction metrics to drive Continuous Quality Improvement.
• Utilize customer feedback, on-site observations, inter-departmental communication, and regular performance measures to identify potential issues and areas for improvement.
• Identify potential areas of vulnerability and conduct root cause analysis to develop mitigation action plans.
• Performs other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

Education and Experience:

• Minimum 3-5 years Quality Assurance, monitoring, and/or Compliance experience in a similar role.
• Bachelor’s degree in a related discipline, Master’s degree a plus.
• Flexibility and the ability to work in various locations across the catchment area to support our Service Providers.
• Good organizational skills
• Knowledge as it relates to the field of Employment Services.
• Experience with Continuous Quality Improvement frameworks and instruments.
• Excellent written communication skills and experience with interpreting contracts.
• Experience with electronic data analysis and QA .
• Ability to work independently and effectively with others at various organizational levels.
• Bilingual French-Canadian is a plus.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Equal Opportunity Employer

Please submit resume to: asaunders@fedcap.org