TEMP Quality Assurance Supervisor

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. Working in conjunction with the Director of Support Services, this role ensures compliance with regulatory governance and ethical standards across areas such as environmental workplace safety, program operations, client complaints, data privacy, finance, and staff development and training.What You'll Do:Auditing & Quality ImplementationDevelop and initiate auditing systems, quality assurance tools, processes, and methods for evaluating the efficiency and effectiveness of Service Provider program operations and performance management with the goal of near 100% compliance.Coordinate and oversee internal/external auditing activities, including file checks, onsite visits, pre-audit checks, and follow-up activities, and track and report audit scores with 100% accuracy.Liaise with Ministry of Labour, Training and Skills Development (MLTSD) representatives to carry out contractual responsibilities, including planning case reviews, observations, assessments, and mitigation activities.Plan and track the implementation of corrective and preventative action plans (CAPAs) based on internal and external audit findings ensuring that >90% of Service Providers meet quality benchmarks by year-end.Data Management & AnalysisDevelop, collect, and analyze customer service delivery satisfaction metrics to drive Continuous Quality Improvement (CQI) on a quarterly basis.Utilize customer feedback, onsite observations, inter-departmental communication, and regular performance measures to identify potential areas for improvement, and share weekly, monthly and quarterly reporting updates.Identify potential areas of vulnerability and conduct root cause analysis to develop effective mitigation action plans to address >95% of audit issues.Prepare and analyze internal and external quality and compliance reports for leadership review, and reporting to stakeholders including the quarterly complaints report to the funder.Compliance & Operational StandardsInterface with the Service Providers and Senior Leadership to develop and monitor program practices, ensuring goals are achieved in accordance with MLTSD standards and maintaining a compliance tracker that is reviewed and updated annually.Assist with the development of Standard Operating Procedures (SOPs) and provide guidance on internal best practices, ensuring 100% of SOPs are updated at least once per year to reflect evolving standards.Provide essential support with investigations regarding alleged fraud and compliance irregularities as appropriate.Navigate complex or difficult situations to bring about positive resolutions within the scope of quality and compliance responsibilities.Support with implementation of a roadmap for achieving ISO 9001 certification.Team Leadership & CollaborationLead weekly meetings and provide leadership to the team of Quality Assurance Specialists, including assigning workload, supervision, coaching, training, and annual performance reviews.Collaborate with the Learning and Development Lead to implement professional development needs based on identified corrective actions and site observations.Assign and monitor team deliverables to ensure that at least >95% of internal QA team deadlines are met each quarterWork cooperatively with other departments to identify and address shared quality assurance concerns and build strong interpersonal relationships with internal and external stakeholders to meet organizational goals.You're a Great Fit for This Role If You Have:Minimum 3-5 years' experience and proven understanding of Quality Assurance and/or Compliance.Prior experience leading and working with Continuous Quality Improvement (CQI) frameworks and instruments.Bachelor's degree in a related discipline required, Master's degree preferred.Compliance certification preferred.Demonstrated experience in accurate electronic data analysis and quality assurance.Flexibility and the ability to work in different locations across the catchment area to support Service ProvidersCompensation:$68,000 to $80,000 CADWho We Are:Fedcap Canada is committed to enhancing employment services, supporting job seekers, and strengthening community partnerships. We are focused on building an inclusive workforce that meets the diverse needs of Ontario's labour market.Fedcap Canada provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process.Accessibility & AccommodationsFedcap Canada warmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the AODA Employment Standard. Please inform the recruiter if you require accommodations, including accessible formats or adjustments during interviews.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.