Quality Assurance Manager
$75,000–$85,000 year
HybridHamilton, Ontario, Canada
Job Summary
Monitor organizational compliance with Ontario Regulation 299/10 and related legislation, including SIPDDA and PHIPA. Coordinate internal audit cycles, develop schedules, conduct file reviews, track findings, and monitor corrective action completion. Maintain the QAM corrective action stream by tracking resolutions from audits and inspections, escalating overdue actions to the Director. Develop and maintain the Serious Occurrence tracking system and incident monitoring dashboard to ensure accurate documentation and visible risk data. Maintain full ownership of the Learning Management System, assigning users to programs and supervisors while ensuring mandatory training visibility. Coordinate the annual policy review cycle, managing the tracker to log active policies, assign owners, and flag upcoming reviews. Monitor complacency prevention activities, including safeguard audit completion rates and competency checklist status, flagging gaps to leadership. Build collaborative relationships with program supervisors, managers, and the Health and Safety Coordinator to support cross-portfolio quality initiatives.
Required Qualifications
- Post-secondary education in Health Administration, Social Services, Quality Assurance, Public Administration, or a related field
- Minimum 5–7 years of experience in quality assurance, compliance monitoring, or a related field
- Demonstrated experience interpreting and applying Ontario legislation and regulatory frameworks
- Familiarity with Ontario Regulation 299/10 (Quality Assurance Measures)
- Direct experience with QAM audits and inspections
- Experience administering or maintaining a Learning Management System
- Experience developing and maintaining policy tracking or compliance management systems
- Experience providing compliance direction or advisory support across multiple departments or programs
- Strategic Thinking & Initiative — seeing the compliance landscape as a system and building tools that make the whole organization more capable
- Problem Solving & Decision Making — translating regulatory requirements into practical tools; identifying gaps before they become findings
- Resource Management — managing a substantial portfolio across multiple streams within a standard work week
- Advocacy — understanding that quality systems exist to protect the rights and safety of people supported, not to satisfy bureaucratic requirements
- Leadership — influencing documentation quality and compliance practice across programs and departments without direct supervisory authority
- Resilience — managing competing audit, inspection, and reporting demands with accuracy and steadiness
- Valuing Equity, Diversity & Inclusion — designing quality tools and processes that are accessible and meaningful for diverse frontline teams
- Current Vulnerable Sector Criminal Reference Check (dated in the last six months)
- 2 Step TB Test (or negative Chest xray) (dated in the last six months)
- Occasional flexibility outside regular working hours
- Regular travel between program locations throughout Hamilton
- Experience in the developmental services, social services, or community living sector
Desired Qualifications
- Certificate or coursework in quality improvement, regulatory compliance, or privacy management
- Experience in the developmental services, social services, or community living sector preferred
- Experience administering or maintaining a Learning Management System an asset
- Experience developing and maintaining policy tracking or compliance management systems
- Experience providing compliance direction or advisory support across multiple departments or programs
- Direct experience with QAM audits and inspections strongly preferred
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