TEMP Quality Assurance and Compliance Lead

TEMP Quality Assurance and Compliance Lead

The TEMP Quality Assurance and Compliance Lead will lead the design, implementation, and continuous improvement of Fedcap Canada’s enterprise‑wide Quality Assurance and Compliance programs. This high‑impact leadership role is responsible for ensuring measurable quality standards across all critical service delivery touchpoints, maintaining funder compliance, enhancing jobseeker experience tracking, and driving continuous improvement across the Service Provider Network (SPN).

• Execute the vision and strategic direction for quality assurance and compliance across Fedcap Canada, aligning all QA initiatives with enterprise goals and contractual mandates.
• Lead the QA team in developing a proactive quality culture by designing and implementing a strategic annual plan with key milestones and metrics.
• Translate funder expectations and organizational priorities into actionable quality standards and system‑wide implementation strategies.
• Guide the development of scalable QA frameworks that promote consistency, efficiency, and results across diverse service providers and internal teams.
• Facilitate high‑impact internal strategy sessions to evaluate QA insights and inform continuous improvement planning, with a minimum of four cross‑functional retreats annually.
• Partner with senior leadership to establish and execute strategic quality priorities that drive enterprise value, including performance incentives and learning agendas.
• Lead the Quality Assurance (QA) team, providing weekly supervision and performance feedback to QA Specialists and the QA Supervisor.
• Plan and facilitate and document a minimum of 50+ QA and performance improvement meetings annually with Service Providers, contributing directly to increased compliance and improved jobseeker outcomes.
• Coordinate at least 12 monthly and 4 quarterly cross‑program alignment meetings to ensure uniform understanding and implementation of QA standards across departments.
• Develop and execute an annual QA and Compliance strategy aligned with contract requirements, aiming for at least 90% of Service Providers meeting quality benchmarks by year‑end.

• Oversee the design and execution of enterprise‑wide QA tools and processes, including auditing protocols for jobseeker file reviews, complaints, risk assessments, and internal policy adherence.
• Ensure 100% of required audits are conducted on schedule, with actionable reports delivered within 10 business days of completion.
• Conduct root cause analyses on at least 90% of recurring quality issues, documenting mitigation plans and ensuring follow‑through with responsible stakeholders.
• Assign and monitor team deliverables to maintain high‑quality output, with at least 95% of internal QA team deadlines met each quarter.

• Ensure compliance with MLITSD funder requirements by partnering with Service Delivery and Leadership to regularly assess program operations and close gaps.
• Lead internal/external compliance audits, ensuring that 100% of corrective actions are implemented within 30 days of findings.
• Build and manage the roadmap for ISO 9001 certification, with quarterly progress benchmarks and full certification target within 18 months.
• Maintain a compliance tracker, ensuring 100% of required documentation and process changes are reviewed and updated annually.

• Oversee data quality and reporting for QA functions, including weekly dashboard updates on audit results, file compliance, and SPN satisfaction metrics.
• Integrate QA data systems with enterprise CRM and jobseeker management tools, ensuring 100% of audit records are linked to provider performance profiles.
• Design and deliver monthly executive summary reports on QA performance, highlighting trends, risks, and improvement initiatives.

• Serve as primary QA liaison to Service Providers and internal Fedcap Canada teams, with a target of 90% stakeholder satisfaction in annual survey feedback.
• Deliver at least 2…