Performance & Quality Manager

Performance & Quality Manager (Any Location in Canada – Remote)

Toronto, ON, Canada
Full-time
Program: Rehab Services – Admin
Travel Expectations: Yes (see description for details)
Employment Type: Permanent

Company Description

We believe in the power of work. Since 1994, we’ve been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities. We understand that work gives hope, strengthens relationships and drives economic growth.

Job Description

About this role

Location – Any Location in Canada – Remote

Travel Requirements: Fully Remote with Occasional travel requirements

Like WCG, you believe in the power of work. As the The Performance & Quality Manager you’ll be you’ll bring data and service understanding together under a Performance Excellence Strategy to create a supportive quality culture.

You will lead the Performance and Quality operations to ensure consistency and a standard approach across the Rehabilitation Services and Vocational Assistance program (RSVP). You will manage the Performance and Quality Management Team and the Learning and Development Team, bringing together different disciplines (learning, performance management, and quality management) in one place for a coordinated approach to achieving both strong performance and high-quality delivery of rehabilitation services to communicate a clear vision of performance expectations.

Provide leadership and direction to Performance & Quality Specialists/Auditors, Learning & Development Specialists, and LMS Administrators; supervise day-to-day activities and provide performance feedback
Ensure high level understanding of RSVP contract requirements and any approved changes; educate and communicate requirements to program departments
Maintain and update program quality controls, including measures, processes, system and reporting requirements per the contract and program changes
Responsible for guiding quality assurance and quality improvement activities to identify causes for non-compliance with agreed controls, working with relevant operational and/or functional management teams
Maintain the audit framework and processes to ensure business process consistency and compliance, service delivery requirements; summarize outcomes with recommended operational changes; assist operations with training and communication as required to implement changes
Develop and maintain process maps, training resources and materials aligned with Standard Operating Procedures as requested

Qualifications

What you bring

Advanced quantitative and analytical skills
A minimum of five (5) cumulative years’ experience related directly to the provision of quality assurance involving medical, psycho-social and/or vocational rehabilitation services data and statistics
A minimum of three (3) years’ experience in employee training development, adult education or related experience
At least five (5) years’ experience leading teams preferably in a remote or geographically dispersed setting
Employment conditional on obtaining federal Reliability Status security clearance

Preferred Criteria

Hold a valid professional Canadian designation relevant to the audit field or its international equivalent
Bilingual (English and French)

For complete job requirements, see the full Job Description here

Additional Information

What we offer

Competitive salary of $95,000 – $100,000 per year
Comprehensive and flexible health and dental benefits
RRSP Matching program of 1.5% base earnings
Ongoing learning and development opportunities
Generous time-off policies that promote work/life balance
A diverse and inclusive workplace with a track record of high employee engagement and teamwork
The opportunity to do work that makes a difference!

Diversity, Equity, Inclusion and Belonging Matter

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.

Passion and Lived Experience Matter!

If you don’t quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY! Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.