• Assistant Manager, Quality Assurance (Service Excellence)

    Posted: 11/22/2020

    Assistant Manager, Quality Assurance (Service Excellence)

    Strategy, People & Culture · Edmonton, Alberta

    Department Strategy, People & Culture
    Employment Type Full-Time
    Minimum Experience Manager/Supervisor

    Who We Are:
    CarePros is a leading disability and children’s services agency with 130+ team members. CarePros not only provides services to children and youth living with a range of complex medical and behaviour diagnoses, but also specializes in supporting the transition of youth with disabilities into adulthood.

    CarePros is a highly awarded organization with accolades including the 2020 Alberta Business Award of Distinction for Diversity, the 2020 Alberta Business Award of Distinction for Young Entrepreneur, as well as achieving Number 13 on the Canadian Business Startup List for 2020. With a combined 50+ years of management experience, CarePros has successfully grown its capacity and service offerings to provide 400,000+ hours of care across 300+ families over the last several years.

    The Opportunity: 
    We are currently looking to hire an Assistant Manager, Service Excellence (Also known as - Assistant Manager, Quality Assurance), to work from our head office in Edmonton, Alberta.  

    As the Assistant Manager, Service Excellence, you will be responsible for:

    Quality Assurance & Training:
    Monitor and continuously refine CarePros’ Quality Assurance / Service Excellence strategy

    • Implement Quality Assurance audits
    • Manage the Service Excellence Team Lead
    • Create and maintain quality protocols and risk assessments
    • Training and Development for CarePros’ front-line staff
    • Identifying deviations from established process or standards within our industry and providing recommendations for resolving deviations.
    • Resolve testing problems by modifying testing methods or revising test objectives and standards
    • Provide leadership with respect to compliance and developing a compliance focused quality culture in CarePros’ group homes, head office, and other sites.
    • Prepare weekly and monthly site-specific KPI’s and quality status reports.
    • Scheduling, planning and management of department resources and training needs
    • Assist in maintaining and improving CarePros’ OH&S strategy
    • Communicating the importance of safety to all staff
    • Safety training
    • Identify unsafe acts, conditions, and hazards, identifying root causes and recommending solutions
    • Own the Incident Reporting process
    Accreditation Maintenance:
    • Maintain previously obtained accreditations (CARF, CET)

    Who You Are:

    As the Assistant Manager, Service Excellence, you possess the following qualifications:
    • 5+ years experience in a management or leadership role related to Quality Assurance
    • 2+ years experience related directly to Health and Safety
    • A post secondary education in Quality Assurance, Quality Management, or Quality Control
    • A certification in OH&S is considered an asset
    • Past experience working on obtaining or maintaining professional accreditations is considered an asset (CARF, CET, etc)
    • Experience working in Home-Care, Group Home, or other Human Services industries considered an asset
    • A strong alignment and commitment to working in an environment that actively promotes Inclusion and Diversity.

    We thank everyone for applying, however only those candidates selected for an interview will be contacted.



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