Quality Assurance Specialist

**Position Summary**:
The Quality Assurance Specialist of the Fedcap Canada team is responsible for monitoring, inspecting, and proposing measure to correct or improve the organizations products and processes to meet the organizations established quality standards.

**Essential Job Responsibilities**:

- Assist the Quality Assurance Director on the quality assurance program and audit procedures in compliance with the contract and Service Provider delivery requirements.
- Assist the Quality Assurance Director and Training & Development Team.
- Implement processes for continual quality improvement to ensure ongoing compliance with contract.
- Respond to externa. Programmatic audit reports and prepare corrective action plans on behalf of the organization.
- Support the development and initialization of 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.
- Manage 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 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.
- 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.

**Knowledge, Skills and Abilities**:

- Demonstrable knowledge of
- embrace the mission, vision, and goals of Fedcap Canada and The Fedcap Group and execution of relevant policies and procedures.
- strong organizational, administration, presentation, and communication skills (both verbal and written).
- cultural competency.
- Demonstrable ability to
- effectively engage and train to a wide variety of learning styles.
- think analytically to identify training needs and evaluate the effectiveness of training.
- utilize social media to communicate.
- analyze and organize data for the purpose of contractual reporting.
- work cooperatively with others on a team.
- be accurate, precise, and attentive to detail build strong interpersonal relationships with internal and external stakeholders.
- maintain the highest level of confidentiality, integrity and ethical practice.
- meet goals of the organization.
- navigate complex and/or difficult situations and bring about positive resolutions within the scope of responsibilities.

**Supervisory Responsibility**:
This role has no direct reports.

**Work Environment**:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

**Physical Demands**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Position Type/Expected Hours of Work**:
This is a full-time position, and hours of work and days are typically Monday through Friday, 8: