TEMP Quality Assurance Supervisor

Overview

JOB DESCRIPTION The Quality Assurance Supervisor is an integral member of the Fedcap Canada team whose role is to oversee and support the organization through Quality Assurance (QA) and Compliance-related activities. Working in conjunction with the Director of Support Services, this role ensures compliance with regulatory governance and ethical standards across areas such as environmental workplace safety, program operations, client complaints, data privacy, finance, and staff development and training.

Position Summary
The Quality Assurance Supervisor is an integral member of the Fedcap Canada team whose role is to oversee and support the organization through Quality Assurance (QA) and Compliance-related activities. Working in conjunction with the Director of Support Services, this role ensures compliance with regulatory governance and ethical standards across areas such as environmental workplace safety, program operations, client complaints, data privacy, finance, and staff development and training.

Auditing & Quality Implementation

• Develop and initiate auditing systems, quality assurance tools, processes, and methods for evaluating the efficiency and effectiveness of Service Provider program operations and performance management with the goal of near 100% compliance.
• Coordinate and oversee internal/external auditing activities, including file checks, onsite visits, pre-audit checks, and follow-up activities, and track and report audit scores with 100% accuracy.
• Liaise with Ministry of Labour, Training and Skills Development (MLTSD) representatives to carry out contractual responsibilities, including planning case reviews, observations, assessments, and mitigation activities.
• Plan and track the implementation of corrective and preventative action plans (CAPAs) based on internal and external audit findings ensuring that >90% of Service Providers meet quality benchmarks by year-end.

Data Management & Analysis

• Develop, collect, and analyze customer service delivery satisfaction metrics to drive Continuous Quality Improvement (CQI) on a quarterly basis.
• Utilize customer feedback, onsite observations, inter-departmental communication, and regular performance measures to identify potential areas for improvement, and share weekly, monthly and quarterly reporting updates.
• Identify potential areas of vulnerability and conduct root cause analysis to develop effective mitigation action plans to address >95% of audit issues.
• Prepare and analyze internal and external quality and compliance reports for leadership review, and reporting to stakeholders including the quarterly complaints report to the funder.

Compliance & Operational Standards

• Interface with the Service Providers and Senior Leadership to develop and monitor program practices, ensuring goals are achieved in accordance with MLTSD standards and maintaining a compliance tracker that is reviewed and updated annually.
• Assist with the development of Standard Operating Procedures (SOPs) and provide guidance on internal best practices, ensuring 100% of SOPs are updated at least once per year to reflect evolving standards.
• Provide essential support with investigations regarding alleged fraud and compliance irregularities as appropriate.
• Navigate complex or difficult situations to bring about positive resolutions within the scope of quality and compliance responsibilities.
• Support with implementation of a roadmap for achieving ISO 9001 certification.

Team Leadership & Collaboration

• Lead weekly meetings and provide leadership to the team of Quality Assurance Specialists, including assigning workload, supervision, coaching, training, and annual performance reviews.
• Collaborate with the Learning and Development Lead to implement professional development needs based on identified corrective actions and site observations.
• Assign and monitor team deliverables to ensure that at least >95% of internal QA team deadlines are met each quarter
• Work cooperatively with other departments to identify and address shared quality assurance concerns and build strong interpersonal relationships with internal and external stakeholders to meet organizational goals.