Senior Manager, Quality Assurance and Compliance
2 weeks ago
Job Summary:
We are seeking a highly experienced Senior Manager, Quality Assurance and Compliance to join our team at Immigrant Services Society of BC. The successful candidate will play a critical role in accelerating the development and implementation of quality improvement processes, knowledge, and activities within our organization.
Key Responsibilities:
- Support and oversee key quality processes, systems, and initiatives to promote high standards of services and client well-being.
- Identify and recommend appropriate quality standards and parameters for services congruent with internal program frameworks, contract requirements, and external standards programs adopted by the organization.
- Work 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.
- Ensure the timely reporting of performance against goals, working with program and administrative leaders to develop action plans and corrective action.
- Coordinate the writing of reports, completion of dashboards, and other publications.
- Lead the organization's preparation for external reviews, audits, and assessments, including accreditation surveys and other programs.
- Conduct reviews of current practices against standards, recommending changes or improvements that need to be made, and providing support to design and implement these.
- Act as organizational lead in ensuring critical incident and client complaints/feedback processes and policies are fully implemented.
- Foster 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.
- Keep current with industry best practices in quality assurance, acting as a conduit to bring knowledge and innovation into the organization.
- Work in collaboration with staff engaged in innovation and/or research projects to integrate quality assurance practices and opportunities into initiatives.
Requirements:
- 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.
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