Supervisor of Quality Assurance

Family & Children’s Services of Renfrew County

Location: Pembroke, Ontario
Salary: $92,463.00 To $107,187.00 annual
Family & Children’s Services of Renfrew County is a multi-service agency committed to providing preventative, protective, and socially inclusive services and programming that empower and strengthen everyone. We are focused on cultivating a team-oriented work environment where everyone thrives. Our goal is to develop and strengthen collaborative partnerships to increase the availability, accessibility, and quality of care to our communities. Our agency commitments include moving forward anti-oppressive practice, French-language services and working alongside our Indigenous communities.

We are recruiting for a Supervisor of Quality Assurance. This is a full-time position.

The Supervisor of Quality Assurance has the responsibility for the collection, evaluation, preparation and dissemination of statistical and performance data relative to the agency. This role will support and facilitate quality improvement initiatives such as program evaluation, client and stakeholder feedback, accountability mechanisms, agency policies and procedures and related staff instruction.

Additionally, this position also functions as the CPIN lead for the agency. As a result, maintaining external relationships and internal communication mechanisms with respect to the agency’s case management system is a key responsibility.

General responsibilities:

  • Provide day-to-day oversight of the work performed in the quality assurance department.
  • Perform supervisory functions such as participating in the recruitment process, providing orientation, coaching, and mentoring, coordinating staff training requirements, facilitating the transfer of learning for staff, and handling employee relations issues.
  • Build and promote a safe, healthy, respectful workplace.
  • Responsible for workload management.
  • Attend team meetings, management meetings and all-staff meetings.
  • Participate in consultation and supervision routines and actively participate as a member of the management team.
  • Represent the agency on internal and external committees.
  • Develop and enforce formal written policies and procedures.
  • Participate in the development of the annual service plan and report to stakeholders.
  • Promote agency-wide continuous quality improvement.
  • Provide resources and recommendations to management staff in developing and implementing client feedback processes.
  • Audit the content and processes in place by which key statistical information is accumulated and reported from various agency databases.
  • Prepare various reports.

Complete Job Description

  • Bachelor’s degree in science, computer science, mathematics, statistics, quality assurance or a related field is preferred.
  • A minimum of 5 years of experience working in quality assurance, preferably in a not-for-profit environment focused on client services with transferrable processes (such as social services, developmental services, government, or related fields).
  • Strong understanding of project management principles.
  • Excellent leadership, planning, organizational and communication skills.
  • Demonstrated time management skills with the ability to meet competing deadlines.
  • Strong interpersonal, conflict resolution and creative problem-solving and analytical skills.
  • Demonstrated knowledge, skills and abilities working with culturally diverse and indigenous communities.
  • Above average accuracy, respect for data integrity and a responsibility for quality assurance.
  • Respect for confidentiality and professionalism.
  • Ability to work in a team environment with competing priorities and with minimal supervision.
  • Excellent understanding of the organization’s goals and objectives.
  • Proficient in Microsoft Office suite and adaptable to changing systems requirements.


  • Quality assurance or quality management certificate.
  • Experience supervising staff.
  • Bilingualism.
  • Knowledge of Apricot, Cognos, Ontario Association of Children’s Aid Societies (OACAS), Child Protection Information Network (CPIN) working groups, committees and Provincial Network for Quality (QNET).
  • Familiarity with related legislation, service standards, and reporting requirements.
Additional Information
Closing: June 12, 2024.

This position includes a comprehensive vacation and benefits package.

Apply Online

Contact Information
Human Resources Coordinator
Family & Children’s Services of Renfrew County
77 Mary Street, Suite 100,
Pembroke, Ontario
K8A 5V4

Website: www.fcsrenfrew.on.ca