Quality Assurance and Training Specialist

Responsibilities

include:

Quality Assurance & Compliance Monitoring

• Implements and monitors quality assurance (QA) processes across all programs of The Career Foundation.
• Conducts regular audits and assessments of intake, service delivery, file documentation (Employment Action Plans, job search coaching, job development documentation, retention follow-up), funding applications and claims, case notes, and client outcomes.
• Reviews program-specific eligibility, funder documentation (including Better Jobs Ontario applications), and ensures submissions meet requirements.
• Identifies gaps, discrepancies, or non-compliance across programs, documents issues, and recommends corrective, capacity-building actions.
• Tracks trends and prepares analytical reports for management, highlighting performance risks, opportunities, and improvement plans.
• Ensures all required QA documentation is captured, evidence is stored, and monthly QA audit reporting is maintained.
• Performs other relevant duties as assigned.

Training & Capacity Building

• Designs, delivers, and updates training presentations and materials to support frontline staff across all program streams (intake, training, employment services, job development, retention, employer services).
• Develops customized workshops, e-learning modules, desk aids, reference materials, AI-backed job aids, and refresher sessions based on audit findings, compliance trends, and performance gaps.
• Provides one-on-one coaching and group training to staff across all program lines.
• Maintains accurate training records, tracks staff progress, and measures training impact on compliance, service quality, and outcomes.
• Stays current with updates to funder guidelines and program policies, and updates training materials accordingly.
• Performs other relevant duties as assigned.

Risk Identification & Process Improvement

• Prepares audit reports and utilizes audit results and performance data to identify risks (e.g., under-performance, non-compliance, service gaps) and inefficiencies across programs.
• Collaborates with program managers and operations leadership to develop process improvement strategies and implementation plans.
• Monitors adherence to service standards and supports best practice sharing across program streams.
• Ensures alignment of QA and training activities with the organization’s service-delivery framework, funder contractual expectations, and performance targets.
• Performs other relevant duties as assigned.

Qualifications/ Skills Required:

• Post-secondary degree in business, compliance, human services, or another related field relevant to the position’s duties is highly preferred, or an equivalent combination of education and experience is required.
• Proven working knowledge of Employment Ontario programs, service delivery models, and Integrated Employment Services guidelines, including outcomes-based performance management frameworks, is required.
• Minimum of 3 years of direct experience in quality assurance, compliance monitoring, or training/development within employment services, non-profit, government-funded program delivery, or a multi-program environment.
• Demonstrated ability to design, deliver, and evaluate training programs using adult-learning principles.
• Must possess a valid Ontario G driver’s licence and vehicle, and be willing to work on-site from all five of The Career Foundation’s Employment Centres in North York, York, Etobicoke, Toronto, and Scarborough, as well as travel to other stakeholder locations within the GTHA.
• Experience developing desk aids, process guides, and AI-powered job aids to support staff competency and compliance is considered an asset.
• Strong analytical thinking; skilled in identifying service-delivery risks, recognizing performance trends, and producing actionable QA reports.
• High attention to detail with the ability to interpret policy, audit documentation for accuracy, and recommend corrective actions.
• Tech-savvy with advanced Excel and data analysis skills, including comfort with QA dashboards, digital trackers, and cloud-based collaboration tools (e.g., SharePoint, Teams, CRM/case management systems), and proficiency with Office 365 applications and Microsoft Office Suite.
• Excellent verbal and written English communication, with solid presentation skills and the ability to effectively coach and support staff in a respectful and collaborative manner.
• High emotional intelligence, with exceptional relationship-building and customer service skills.
• Proven ability to develop rapport with people across all stakeholder groups and uphold the organization’s service standards, policies, and core values.
• Demonstrated track record in a results-driven environment with experience meeting targets.
• Professional and courteous approach to client service with a high level of respect for the diversity of the people served.
• High ethics and confidentiality standards with proven experience maintaining sensitive information and exhibiting tact, diplomacy, and good judgment.
• Excellent time management and organizational skills, with the ability to multi-task to meet deadlines and achieve targets and objectives.
• Flexibility to occasionally work outside regular business hours when required to ensure the team meets all objectives.
• Strong work ethic with a demonstrated ability to remain flexible and resilient, adapting quickly to changing priorities while maintaining trust and positive working relationships.

The Career Foundation’s Commitment:

The Career Foundation is committed to diversity and inclusion and aims to create a healthy and rewarding environment for all. We welcome applications from qualified individuals who represent the diversity of the people we proudly serve, including, but not limited to, visible minorities, women, persons with disabilities, Indigenous peoples, and individuals of all genders and sexual orientation. The Career Foundation, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), is also committed to accommodating applicants with disabilities throughout the recruitment process. We will work with candidates requesting accommodation at any stage of the hiring process.

To apply for this position, please complete the application form below. We suggest using the latest version of Google Chrome or Microsoft Edge to complete the form, in order to ensure that your application is submitted correctly.