Quality Assurance and Compliance Lead

Position Summary

JOB DESCRIPTION

The Quality Assurance and Compliance Lead will lead the design, implementation, and continuous improvement of Fedcap Canada’s enterprise-wide Quality Assurance and Compliance programs. This high-impact leadership role is responsible for ensuring measurable quality standards across all critical service delivery touchpoints, maintaining funder compliance, enhancing jobseeker experience tracking, and driving continuous improvement across the Service Provider Network (SPN).

What You'll Do

Strategic Quality Planning & Leadership

• Execute the vision and strategic direction for quality assurance and compliance across Fedcap Canada, aligning all QA initiatives with enterprise goals and contractual mandates.
• Lead the QA team in developing a proactive quality culture by designing and implementing a strategic annual plan with key milestones and metrics.
• Translate funder expectations and organizational priorities into actionable quality standards and system-wide implementation strategies.
• Guide the development of scalable QA frameworks that promote consistency, efficiency, and results across diverse service providers and internal teams.
• Facilitate high-impact internal strategy sessions to evaluate QA insights and inform continuous improvement planning, with a minimum of four cross-functional retreats annually.
• Partner with senior leadership to establish and execute strategic quality priorities that drive enterprise value, including performance incentives and learning agendas.
• Lead the Quality Assurance (QA) team, providing weekly supervision and performance feedback to QA Specialists and the QA Supervisor.
• Plan and facilitate and document a minimum of 50+ QA and performance improvement meetings annually with Service Providers, contributing directly to increased compliance and improved jobseeker outcomes.
• Coordinate at least 12 monthly and 4 quarterly cross-program alignment meetings to ensure uniform understanding and implementation of QA standards across departments.
• Develop and execute an annual QA and Compliance strategy aligned with contract requirements, aiming for at least 90% of Service Providers meeting quality benchmarks by year-end.
  
  

Quality Assurance & Audit Implementation

• Oversee the design and execution of enterprise-wide QA tools and processes, including auditing protocols for jobseeker file reviews, complaints, risk assessments, and internal policy adherence.
• Ensure 100% of required audits are conducted on schedule, with actionable reports delivered within 10 business days of completion.
• Conduct root cause analyses on at least 90% of recurring quality issues, documenting mitigation plans and ensuring follow-through with responsible stakeholders.
• Assign and monitor team deliverables to maintain high-quality output, with at least 95% of internal QA team deadlines met each quarter.
  
  

Compliance Oversight & Regulatory Standards

• Ensure compliance with MLITSD funder requirements by partnering with Service Delivery and Leadership to regularly assess program operations and close gaps.
• Lead internal/external compliance audits, ensuring that 100% of corrective actions are implemented within 30 days of findings.
• Build and manage the roadmap for ISO 9001 certification, with quarterly progress benchmarks and full certification target within 18 months.
• Maintain a compliance tracker, ensuring 100% of required documentation and process changes are reviewed and updated annually.
  
  

Data Management, Reporting & System Integration

• Oversee data quality and reporting for QA functions, including weekly dashboard updates on audit results, file compliance, and SPN satisfaction metrics.
• Integrate QA data systems with enterprise CRM and jobseeker management tools, ensuring 100% of audit records are linked to provider performance profiles.
• Design and deliver monthly executive summary reports on QA performance, highlighting trends, risks, and improvement initiatives.
  
  

Donor/Stakeholder Engagement & Cross-Team Collaboration

• Serve as primary QA liaison to Service Providers and internal Fedcap Canada teams, with a target of 90% stakeholder satisfaction in annual survey feedback.
• Deliver at least 2 annual presentations to Fedcap Canada leadership and board on compliance status, QA impact, and continuous improvement strategies.
• Build strong working relationships with internal departments and external auditors, ensuring seamless coordination and shared accountability.
  
  

Team Leadership & Talent Development

• Manage hiring, onboarding, and professional development for QA team staff, with quarterly performance reviews and annual development plans.
• Deliver 2+ cross-functional trainings per year on QA methodologies, compliance expectations, and audit readiness.
• Develop and maintain SOPs for all QA and compliance activities, updating at least once annually to reflect evolving standards and best practices.
  
  

You’re a Great Fit for This Role If You Have:

• Bachelor’s degree in Quality Assurance, Public Administration, Business, or a related field required; Master’s degree preferred.
• Certification in Quality Management Systems (QMS), ISO 9001 implementation, or a recognized continuous quality improvement (CQI) methodology strongly preferred.
• Bilingual fluency in French and English is a plus.
• Minimum of 5 years of progressive experience in quality assurance, compliance, or performance monitoring, including 2+ years in a leadership role within employment services, public sector, regulatory, or complex nonprofit settings.
• Demonstrated success in managing QA teams of 4+ staff, including direct accountability for performance management, professional development, and results delivery.
• Proven experience leading system-wide audits, developing risk mitigation strategies, and achieving improved compliance scores across distributed networks or multi-site service models.
• At least 5 years’ experience using CQI frameworks, with clear documentation of impact on service quality, customer satisfaction, or operational efficiency.
  
  

Who W e 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 & Accommodations

Fedcap 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.

About Us

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.