What you’ll do:
As a Service Quality Specialist (SQS), you’ll play a key role in strengthening service quality, compliance, and performance across our Peel sites with occasional visits to other sites in York or Toronto for meetings.
You will:
- Review client files, case notes, and documentation to ensure accuracy and compliance
- Monitor service delivery against Employment Ontario and IES standards
- Analyze program data to identify risks, trends, and improvement opportunities
- Support teams in preparing for funder audits and site reviews
- Partner with managers and frontline staff to strengthen documentation, processes, and outcomes
- Develop practical tools (checklists, templates, SOPs) to improve consistency across sites
- Deliver coaching and training on compliance, documentation, and best practices
- Provide clear, concise reports and recommendations to leadership
What success looks like in this role:
You’ll succeed if you:
- Build trust quickly with frontline staff and leaders
- Translate complex requirements into practical guidance
- Proactively identify issues before they become risks
- Bring a solutions-focused mindset to continuous improvement
- Balance attention to detail with speed and responsiveness
What you bring:
You’re someone who combines analytical thinking with strong relationship skills. You’re comfortable working independently, but equally confident coaching others and influencing change.
You likely have:
- 3–5 years’ experience in Employment Ontario, workforce development, or program compliance
- Strong understanding of the IES model, service delivery standards, and funder expectations
- Experience with audits, file reviews, or quality assurance processes
- Confidence working with data, performance metrics, and reporting tools
And you're known for:
- Clear, professional communication (written and verbal)
- Strong attention to detail and organization
- Diplomacy when providing feedback and coaching staff
- Ability to manage multiple priorities across different sites
Technical skills
- Experience with funder CRMs CaseFlo or FFAI, EOIS-CaMS, Salesforce, Odoo, or similar CRM/case management systems
- Strong proficiency in Excel and Microsoft 365 tools
- Comfort working with multiple platforms and data systems
Education
- Degree or diploma in social services, business/public administration, HR, adult education, or a related field.
Why this role stands out for you:
- High-impact role: Directly influences service quality and client outcomes across multiple sites
- Variety: Work across teams, programs, and locations—no two days are the same
- Visibility: Partner closely with leadership and contribute to operational decisions
- Growth-focused: Opportunity to shape processes and contribute to continuous improvement initiatives
This role is ideal for someone looking to grow into leadership in quality, compliance, or program management within Employment Ontario teams at Achev.
Salary rate: $58,628.63
This is a current vacancy. Please note that we use AI tools in our application screening process. All hiring decisions involve human review.
How to apply
