Cowichan WorkBC Centre Quality Assurance Manager




  • Post-secondary certificate, degree or diploma in a relevant field; business
    administration, quality assurance, statistics or related
  • Ongoing learning specifically related to quality assurance; workshops,
    learning roundtables, networking, mentoring and other methods to remain upto-date
  • Prefer training in quality assurance


  • Minimum 3 years’ or more experience in a quality assurance role
  • Experience in the implementation of ‘best practices’, including developing
    strategies to ensure quality of services
  • Experience in a career management, employment services, or human
    services organization is preferred
  • Demonstrated experience in case and file management
  • Experience in developing, implementing, and evaluating the success of
    strategic plans, work plans, and budgets

Personal Suitability:
A. Leads by example by being a strong team player
B. Demonstrates initiative; meets the changing needs of the organization; open
to new approaches
C. Not afraid to challenge the status quo
D. Maintains awareness of one’s own capabilities and understanding of when to
draw upon others’ expertise
E. Proactively identifies potential problems and vulnerabilities; collaborates with
team members to define potential solutions

Abilities and Skills

Ability to:
A. Critically analyze data and the ability to disseminate data and share in a way
that is practically understood
B. Able to handle confidential information with discretion
C. Prepare and maintain detailed and confidential records
D. Assist clients in developing realistic career goals and action plans
E. Develop, maintain and update curriculum for all programs on an ongoing
F. Deliver improved business results by actively seeking and building on
diversity of views generated in a diverse workplace
G. Demonstrate proficiency in the use of Word, Excel, Access, Outlook and
Internet applications
H. Demonstrate highly developed oral and written communication skills
I. Meet commitments and client needs


Knowledge of:
A. Quality Assurance practices and processes
B. All aspects of the WorkBC Employment Services Program including WorkBC policy, Ministry systems (ICM interface with CFMS, OES, Extranet, BI Portal)
C. Detailed understanding with WorkBC policy and documentation required for client services, including Case Managed services
D. Comprehensive knowledge of ETHOS’s ABP as well as the QA plan as outlines in the ABP
E. Local Federal and Provincial employment programs, as well as a thorough knowledge of local and community employment and ducation-related programs and services
F. The career development process, barriers to employment, career counselling techniques and the Job Loss Cycle
G. How local, regional, national and global labour markets function
H. How to acquire and utilize labour market information
I. Relevant income supports (e.g. Employment Insurance, Employment Assistance)
J. Canadian Standards and Guidelines for Career Practitioners


Reports to: WorkBC Centre Manager

As a member of the Leadership Team, the Quality Assurance (QA) Manager develops and implements WorkBC policies/procedures, develops and delivers training to managers, staff and service providers, provides QA training and audits to ensure compliance with the contract and ensures WorkBC policies mesh with those of other partners. The Quality Assurance Manager develops and provides training on processes for changeover of transition clients and provides leadership to Training teams.


Quality Assurance

  • Critically analyze data reports from the Ministry; disseminating information; recognize trends and ensuring that all data entered into the ICM is synced and accurate
  • Provide reports to the WorkBC Centre Manager and CEO on a regular basis, advising of statistics, issues, challenges and best practices
  •  Support WorkBC team by communicating challenges experienced in data quality
  • Work with the Centre Manager to ensure KPM’s are being met and standards of service are at the level required by the Ministry  Program Access, Service
    Quality and Program Results]; as monitored and addressed through a monthly report
  • Develop training tools and workshops that will assist WorkBC team, subcontractors and other users in successfully navigating the WorkBC Employment Services program system
  • Consistently monitor trends resulting from the data quality reports
  • Responsible for overseeing the correction of data quality entries
  • Responsible for reviewing, making recommendations and for the approval of Case Managed Services Agreements, ensuring that WorkBC polices and procedures have been followed
  • Responsible for the management of the WorkBC group mailbox, establishing processes and protocols and monitoring staff to ensure emails are responded to or forwarded in a timely fashion – Speed of Service QA
  • Responsible for the OES Queue Management (TRF, Ministry referrals, service requests and case transfers), establishing processes and protocols, and oversee the training and monitoring staff to ensure WorkBC policies, procedures and timelines have been followed
  • Other duties as required



  • Oversee both the Client Services Administrator and QA Administrator
  • Participate in case managed services monitors, where required
  • Participate in regularly scheduled Leadership Team meetings
  • Provide back-up for WorkBC Centre Manager and QA Data Administrator; including back-up for the Manager with payroll process when required

Job Sustainment

  • Have a strong working knowledge and in-depth understanding of employment services needed to support Clients along a  successful path toward employment that is sustainable.
  • Ensure all WorkBC staff follow best practices for supporting clients in their job search and job sustainment support monitoring results and reevaluating processes


Other Information

Please send your resume and cover letter to: