Quality Assurance Supervisor

3 weeks ago

Hamilton, Canada The Fedcap Group Full time

**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. The Quality Assurance Supervisor works in conjunction with Fedcap Canada’s Director of Support Services to ensure compliance with regulatory governance and ethical standards in areas including (but not limited to) environmental workplace safety, program operations, client complaints, data privacy, finance and staff development & training.

Liaise with the Ministry of Labour, Training and Skills Development [MLTSD]) representatives to carry out Fedcap Canada’s contractual responsibilities including onsite visits to Service Provider facilities, planning case reviews and observations, as well as assessment and mitigation activities.

**Essential Job Functions**:

- Develop and initiate auditing systems, quality assurance tools, processes, and methods for evaluating the efficiency and effectiveness of Service Providers program operations and performance management of employment services.
- Interface with the Ministry, Service Providers 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.
- Coordinate and oversee internal/external auditing activities which includes 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.
- Plan and track the implementation of preventative and corrective action plans based on internal and external audit findings.
- Assists with development of Standard Operating Procedures and provides guidance on internal best practices.
- Prepares and analyses internal and external quality and compliance reports for Fedcap Canada Leadership’s review & reporting to internal and external stakeholders.
- Provide support with investigations of alleged fraud and compliance irregularities as appropriate.
- Collaborates with other departments to identify and address quality assurance concerns.
- Collaborate with the Learning and Development Lead to implement both internal and external professional development needs based on identified corrective actions, site observations and case file reviews.
- Provides Line Management to the Quality Assurance Specialist job role and is responsible for assigning and managing workload, staff supervision, coaching, training and development and ongoing review process.
- 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**:

- Min imum 3-5 years QA 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 different locations across the catchment to support our Service Providers.
- Compliance certification preferred but not required.
- An understanding of QA and/or compliance as it relates to the field of Employment Services.
- Experience with Continuous Quality Improvement frameworks and instruments.
- Excellent written communication skills and experience of interpreting contracts.
- Experience of accurate electronic data analysis and QA.
- Experience of managing staff daily and devising work plans.

**QUALIFICATIONS**:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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**

**Mission**:We are committed to improving the economic and social well-being of the impoverished and disadvantaged.

For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve

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