Quality & Support Specialist - Toronto, Canada - WCG Services
Description
Program:
Employment Ontario
Location:
Remote with some in-office meetings required (York & Peel)
Who are we looking for:
Like WCG, you believe in the power of work to transform lives.
As the Quality and Support Specialist will maintain the quality improvement framework, audit file documentation and the funding/financial supports to safeguard the assets of the Employment Ontario program and participate in reviewing and reporting on data integrity.
They will work closely with the Quality and Support Manager to ensure accuracy, compliance, and continuous quality improvement to ensure the delivery of the highest quality of service for our clients.
What you'll do:
- Support the development and maintenance of the Quality Framework consistent with provincial requirements
- Communicate contract requirements and changes and coordinate training and education as necessary
- Participate in the audit process and develop the audit schedule for Service Provider evaluation
- Summarize audit results and together with recommended operational changes
- Collect and analyze service delivery satisfaction data and provide feedback and insights for improved Employment Service delivery
- Identify issues impacting contractual compliance and support the development of solutions
- Work to continually improve organizational systems and processes to maximize efficiency, effectiveness and productivity in support of enhanced client outcomes
- Manage customer service problems, requests and inquiries
- Participate in corrective action discussions as necessary
- Establish and maintain strong working relationships with the Service Provider Network
What you bring:
Required:
- A postsecondary degree in business or related discipline
- Minimum 23 years' experience in a similar role working in a serviceoriented organization
- Experience with or working in the Employment Services sector is highly desirable
- Strong digital literacy skills including Microsoft Office Suite with Advanced Microsoft Excel knowledge and proven ability to review and analyze large data sets
- Excellent financial and mathematical skills
- Advanced analytical skills and attention to detail
- Strong ability to review contract language and interpret requirements
- Experience with monitoring quality improvement frameworks and using key quality improvement tools
- Ability to implement change through training of key stakeholders
- Selfstarter, resultsoriented, and strong problemsolving skills
- Advanced written and oral communication skills
- Excellent organizational and time management skills
- Solid understanding of confidentiality and other professional codes of conduct; must submit for a criminal record check
Preferred Criteria:
- Bilingual (English and French) an advantage but not required
- Certified Lean Six Sigma Certification preferred
What we offer:
- Competitive salary
- Comprehensive and flexible health and dental benefits
- Ongoing learning and development opportunities
- Generous time off policy to encourage work/life balance
- A diverse and inclusive workplace with a track record of high employee engagement and teamwork
WCG is strengthened by diversity. We are_ _committed to achieving a workplace that is equitable and representative of Canada's diverse population.
We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference.
We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.
WCG is committed to providing an accessible, barrier free recruitment and selection process.If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.
WCGEO
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