Quality Assurance Specialist

**Position Summary**:
The Quality Assurance Specialist is responsible for ensuring Fedcap Canada’s established program and organization quality standards are achieved. Working within a wider team, this position provides a critical business function that monitors all elements of our delivery, challenges status quo and supports continuous improvement activity.

**Essential Job Responsibilities**:

- Assist the Quality Assurance Supervisor on the quality assurance program and audit procedures in compliance with the contract and Service Provider delivery requirements.
- Support the maintenance of effective quality assurance systems providing information and analysis on performance as required with qualitative and quantitative information.
- Manage and oversee internal/external auditing activities which includes onsite visits, carrying out pre-audit checks and follow-up activities.
- Develop, collect and analyses 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.
- Report on quality interventions across the business, ensuring an audit trail exists that demonstrates our commitment to quality standards and identify trends and make recommendations for improvement in line with our quality standards and performance indicators.
- Assist Quality Assurance Supervisor to maintain relationships with internal and external stakeholders.
- Facilitate and oversee a schedule of monitoring quality standards through a range of methods including observations, file checks and stakeholder feedback across our direct and supply chain delivery.
- Pro-actively identify and support internal and external stakeholders who need further assistance to ensure effective monitoring of customer service standards in line with internal and external expectations.
- Facilitate and manage compiling of all quality performance and customer service feedback data including production of quality KPI reporting (monthly) reports ready for presentation to the business. Identify and reporting key trends and risks.
- Identify potential areas of vulnerability and conduct root cause analysis to develop mitigation action plans.
- 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**:

- Minimum 3-5 years Quality Assurance, monitoring 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 various locations across the catchment area to support our Service Providers.
- Good organizational skills
- A knowledge of as it relates to the field of Employment Services.
- Experience with Continuous Quality Improvement frameworks and instruments.
- Excellent written communication skills and experience with interpreting contracts.
- Experience of accurate electronic data analysis and QA.
- Ability to work independently and effectively with others at various organizational levels.
- Bilingual French is a plus.

**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 long-term self-sufficiency.

The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.

The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.