Manager of Quality Assurance Operations

Pacific Coast Community Resources • Port Coquitlam, Metro Vancouver Regional District • 1d ago

Position Overview

The Manager of Quality Assurance Operations is responsible for driving a culture of continuous improvement and regulatory compliance across Pacific Coast Community Resources. Reporting to the Director of Quality Assurance, this action-oriented role combines leadership in quality systems, policy oversight, training, and the implementation of QA initiatives. The successful candidate will proactively identify efficiencies, support the development of optimal systems, and uphold high standards aligned with CARF, licensing, and funder requirements. Please note this is an in office role.

Key Responsibilities

Quality Assurance Strategy & Implementation

Design and implement practical, sustainable QA initiatives that meet accreditation, funder, and regulatory standards.
Identify system-wide efficiencies in QA processes and recommend actionable improvements.
Collaborate with internal stakeholders to align service practices with organizational goals and quality benchmarks.
Complete additional quality assurance tasks as required to ensure optimal systems are in place to support effective service delivery and maintain compliance across programs.

Training & Capacity Building

Deliver and oversee CARF and QA-related training for employees and managers.
Liaise with training committee & leadership to ensure completion of required training and updates.
Translate complex standards into accessible, practical guidance for staff teams.

Policy & Documentation Oversight

Maintain and update policy manuals and ShareVision resources to reflect current standards and best practices.
Support regional and program leaders in integrating QA expectations into service delivery documentation.
Document QA procedures in an internal QA guidebook to promote consistent application across programs.

Survey & Feedback Management

Oversee annual stakeholder surveys (excluding employee surveys), including analysis and reporting.
Develop strategic recommendations based on survey findings to inform service improvements.
Engage with external stakeholders to support continuous quality enhancement.

Accreditation & Compliance

Stay current with CARF and provincial licensing standards and communicate updates to relevant teams.
Work collaboratively with the QA team to ensure CARF readiness and integration with internal systems.

Qualifications

A degree, certificate, or commensurate combination of education and experience in Human Services, Community Health, Public Health, Social Work, Business Administration, Nursing, or a related discipline.
Minimum of 3 years of progressive experience in quality assurance, internal auditing, or healthcare/social services compliance.
Strong knowledge of CARF accreditation standards, CLBC reporting requirements, and licensing regulations in British Columbia.
Demonstrated ability to identify systemic issues, develop process improvements, and implement corrective actions.
Proficient with ShareVision, Microsoft Office Suite, and comfortable using AI-based tools to enhance efficiency.
Excellent written, verbal, and interpersonal communication skills.

Core Competencies

Action-oriented with strong follow-through.
Critical thinker with a focus on solutions and efficiency.
Collaborative and professional communicator.
Highly organized with strong documentation and reporting skills.
Committed to equity, transparency, and continuous learning.

WHAT WE OFFER:

On-the-job training
Competitive Salary $80,000 + Per Annum
Comprehensive Medical, Dental, and Vision care benefits package.
Career development opportunities
An inclusive, supportive work environment and community involvement
A caring, fun, ambitious and supportive team

We believe that a strong commitment to diversity & inclusion enables us to truly make services better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Our goal is to ensure at every interaction all are welcome, comfortable, and safe.

At Pacific Coast Community Resources, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is close to what we’re looking for, please consider applying.