About the job The Quality Assurance Specialist is responsible for ensuring Fedcap Canada’s established program and organization quality standards are achieved. Working within a wider team, this position provides a critical business function that monitors all elements of our delivery, challenges status quo and supports continuous improvement activity. Essential Job Responsibilities Assist the Quality Assurance Supervisor on the quality assurance program and audit procedures in compliance with the contract and Service Provider delivery requirements. Support the maintenance of effective quality assurance systems providing information and analysis on performance as required with qualitative and quantitative information. Manage and oversee internal/external auditing activities which includes onsite visits, carrying out pre-audit checks and follow-up activities. Develop, collect and analyses customer service delivery satisfaction metrics to drive Continuous Quality Improvement. Utilize customer feedback, on-site observations, inter-departmental communication, and regular performance measures to identify potential issues and areas for improvement. Identify potential areas of vulnerability and conduct root cause analysis to develop mitigation action plans. Report on quality interventions across the business, ensuring an audit trail exists that demonstrates our commitment to quality standards and identify trends and make recommendations for improvement in line with our quality standards and performance indicators. Assist Quality Assurance Supervisor to maintain relationships with internal and external stakeholders. Facilitate and oversee a schedule of monitoring quality standards through a range of methods including observations, file checks and stakeholder feedback across our direct and supply chain delivery. Pro-actively identify and support internal and external stakeholders who need further assistance to ensure effective monitoring of customer service standards in line with internal and external expectations. Facilitate and manage compiling of all quality performance and customer service feedback data including production of quality KPI reporting (monthly) reports ready for presentation to the business. Identify and reporting key trends and risks. Identify potential areas of vulnerability and conduct root cause analysis to develop mitigation action plans. Performs other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.