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Senior Manager, Quality Assurance ISSofBC- Vancouver Welcome Center
Temporary full-time position ( hybrid or fully remote as negotiated ) at 35 hours per week Monday to Friday or Tuesday to Saturday, starting as soon as possible , until January 12, 2026 (maternity leave coverage).
As well as being a values-driven organization, we pride ourselves on diversity, inclusion, innovation, and transparency. What's more, we also have multiple locations and offer flexible working and shorter working weeks than most organizations.
This position at ISSofBC will play a critical role in accelerating the development and implementation of quality improvement processes, knowledge, and activities within the organization’s broad service portfolio. Working with leadership at all levels, the Senior Manager role will be a pivotal and influential position with the mandate to help drive forward practices to improve client outcomes. This work is a key strategic priority for ISSofBC, and as such we are seeking an experienced quality professional who can help us deliver on these goals.
The Senior Manager for Quality Assurance (QA) is responsible for supporting and overseeing key quality processes, systems, and initiatives within the organization to promote high standards of services and client well-being. Reporting to the organization’s two Program Directors and working with a range of executive and other organizational leaders, the Senior Manager for QA will help ensure compliance with external regulations and standards, as well as help identify internal opportunities for quality improvement and / or corrective actions.
Identifies and recommends appropriate quality standards and parameters for services congruent with internal program frameworks, contract requirements, and external standards programs adopted by the organization.
Works with program and administrative leaders to develop, implement, and review quality metrics, measurement and assessment tools, processes, and targets to meet quality standards and parameters.
Ensures the timely reporting of performance against goals, working with program and administrative leaders to develop action plans and corrective action. Coordinates the writing of reports, completion of dashboards, and other publications. Leads the organization’s preparation for external reviews, audits, and assessments, including accreditation surveys and other programs. Conducts reviews of current practices against standards, recommending changes or improvements that need to be made, and providing support to design and implement these.
Acts as organizational lead in ensuring critical incident and client complaints / feedback processes and policies are fully implemented. Collates regular trend and response reports, collating data, and other information about individual incidents.
Fosters a culture of quality consciousness and improvement among program teams, promoting best practices and proactive problem-solving approaches. Coordinates information and training for staff on quality improvement practices as well as new and changing standards, regulations, etc.
Keeps current with industry best practices in quality assurance, acting as a conduit to bring knowledge and innovation into the organization.
Works in collaboration with staff engaged in innovation and / or research projects to integrate quality assurance practices and opportunities into initiatives.
Bachelor’s degree in a social / health service, business administration or relevant care discipline.
Seven (7) to ten (10) years recent, related experience in quality assurance, risk management, auditing, project management or other relevant roles facilitating and managing quality processes with a wide range of stakeholder groups.
Certification in quality management desirable.
Demonstrates excellent knowledge of quality improvement principles and methodologies and ability to coach team members on these skills.
Possesses strong analytical skills with the ability to translate raw data and information into trends, evidence, and understanding.
Utilizes initiative, vision, independent thinking, and creative problem-solving abilities to implement project plans and realize project completion.
Effectively manages budgets and project plans with stringent deliverables.
Maintains a broad knowledge of quality assurance and improvement approaches and methodologies in a community social services setting.
Possesses strong IT and technical skills, with the ability to use and manipulate database, survey, and presentation software and platforms, including Microsoft Office Suite or related software.
14 per hour.
~Extended health and dental benefits upon joining.
~ In recruiting and developing our staff, we see strength in diversity of backgrounds, lived experiences, and identities.
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