Lead, Quality Improvement Analyst

Ornge • Mississauga, ON

1d • $86,281 - $102,459 • Onsite

About The Position

At Ornge, the work we do matters because behind every call, every decision, and every data point is a person relying on us in one of the most critical moments of their life. As a Lead Quality Improvement Analyst in our Operations Control Centre (OCC), you will play a vital role in strengthening the system that makes those moments possible. You won’t just analyze performance - you will shape how we deliver care, improve outcomes, and support the teams on the front line of life-saving missions across Ontario. This is a role for someone who sees beyond the numbers. You are deeply curious, technically strong, and driven to understand not just what is happening - but why. You use tools like SQL and advanced analytics to uncover patterns, test systems, and validate performance but your true impact comes from how you translate data into meaningful, real-world change. You will be a trusted representative of the OCC, engaging with internal teams and external partners with calm, tact, and credibility. You listen carefully, assess complex situations with sound judgement, and make decisions that balance operational realities with quality, safety, and continuous improvement. At Ornge, we believe better systems lead to better outcomes. In this role, you will challenge assumptions, strengthen processes, and elevate standards ensuring that every improvement contributes to safer, more effective care. If you are motivated by purpose, grounded in data, and driven to make a real difference, this is your opportunity to combine technical expertise with human impact in a way that truly matters.

Requirements

• Post-secondary education in a relevant field (e.g., data analytics, technology, computer science, health sciences, operations, or related discipline) or equivalent combination of education and experience.
• 3-4 years of demonstrated experience in quality assurance, performance analysis, continuous improvement, or similar analytical roles.
• Strong technical and analytical expertise, including hands-on experience with: SQL and/or SQLite
• Advanced Microsoft Excel (e.g., pivot tables, complex formulas, large dataset analysis)
• Proven ability to work with complex datasets, performance metrics, and KPIs to generate insights and inform decision-making.
• Experience supporting or leading quality assurance processes, system testing, or user acceptance testing (UAT).
• Strong systems thinking with the ability to quickly learn, evaluate, and validate new tools and technologies.
• Exceptional judgement and decision-making skills, with the ability to assess complex issues, synthesize information, and determine appropriate action.
• Strong communication skills with a calm, tactful, and professional approach when engaging stakeholders.
• Proven ability to consult, influence, and build credibility with both internal teams and external partners.
• Highly analytical with strong problem-solving capabilities and a data-driven mindset.
• High level of attention to detail and commitment to accuracy in audits, reporting, and documentation.
• Ability to perform effectively in a dynamic, high-pressure environment where priorities can shift quickly.

Nice To Haves

• Experience working in fast-paced, operations-driven, or service-oriented environments (e.g., call centre, dispatch, healthcare, logistics, or similar) is considered an asset.

Responsibilities

• Lead quality assurance activities including audits, evaluations, and testing across OCC operations.
• Analyze KPIs, operational data, and performance trends to assess individual and team effectiveness.
• Conduct quarterly audits and ensure findings, decisions, and actions are clearly documented and traceable.
• Identify risks, gaps, and opportunities, and deliver actionable recommendations to improve performance and compliance.
• Act as a trusted OCC representative, consulting with internal teams and external stakeholders.
• Listen to concerns, assess situations with sound judgement, and determine whether issues relate to policy, procedure, compliance, or operational practices.
• Communicate insights and recommendations with clarity, tact, and professionalism, particularly in high-pressure or sensitive situations.
• Influence decision-making and support alignment across stakeholders.
• Identify and address gaps in policies, procedures, and operational practices.
• Drive continuous improvement initiatives that enhance quality, efficiency, and compliance.
• Embed best practices and contribute to the evolution of OCC quality frameworks and standards.
• Leverage strong technical skills to extract, analyze, and interpret data using tools such as SQL, SQLite, and advanced Excel.
• Support or lead quality assurance testing, including user acceptance testing (UAT), to validate system performance and functionality.
• Assess system outputs and data integrity to ensure accuracy and reliability in operational decision-making.
• Translate complex data findings into clear, actionable insights for diverse audiences.
• Maintain accurate, detailed documentation of audits, investigations, QA activities, and improvement initiatives.
• Ensure all processes align with regulatory, organizational, and compliance requirements.
• Support strong data governance and integrity practices within the OCC.

Benefits

• Comprehensive Health, Dental and Vision Benefit Plan.
• 24/7 Employee and Family Assistance Program.
• Premium Defined Benefits Pension Plan Automatic Enrollment.
• Three Paid Personal Days (Pro-Rated for Year 1).
• Accrued vacation time starting at three weeks per year.
• PERKS! Employee Promotional Programs relating to personal phone plans, furniture, home/car insurance, travel, fitness, attractions and more!
• Tuition reimbursement and opportunities for learning and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree