Quality Assurance Specialist Jobs

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

• Develop, collect and analyses customer service delivery satisfaction metrics to drive Continuous Quality Improvement.
• Support the maintenance of effective quality assurance systems providing information and analysis on performance as required with qualitative and quantitative information.
• 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.
• Utilize customer feedback, on-site observations, inter-departmental communication, and regular performance measures to identify potential issues and areas for improvement.
• 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.
• Manage and oversee internal/external auditing activities which includes onsite visits, carrying out pre-audit checks and follow-up activities.
• 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.
• Assist the Quality Assurance Supervisor on the quality assurance program and audit procedures in compliance with the contract and Service Provider delivery requirements.
• Identify potential areas of vulnerability and conduct root cause analysis to develop mitigation action plans.
• Assist Quality Assurance Supervisor to maintain relationships with internal and external stakeholders.
• Performs other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.
• Identify potential areas of vulnerability and conduct root cause analysis to develop mitigation action plans.
• 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.

Education And Experience

• Excellent written communication skills and experience with interpreting contracts.
• Experience of accurate electronic data analysis and QA .
• Flexibility and the ability to work in various locations across the catchment area to support our Service Providers.
• Ability to work independently and effectively with others at various organizational levels.
• Minimum 3-5 years Quality Assurance, monitoring and/or Compliance experience in a similar role.
• Bilingual French is a plus.
• Experience with Continuous Quality Improvement frameworks and instruments.
• Bachelor’s degree in a related discipline, master’s degree a plus.
• A knowledge of as it relates to the field of Employment Services.
• Good organizational skills

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