Service Quality Specialist - ES Liberty

Talent Acquisition - Achev • Toronto, ON

7d • CA$58,629 - CA$58,629 • Onsite

About The Position

At Achev, we help individuals across the Greater Toronto Area in Ontario build meaningful careers. Behind every successful outcome is a strong, compliant, and high-quality service system—and that’s where you come in. We’re looking for a Service Quality Specialist who thrives on improving systems, supporting teams, and ensuring services meet the highest standards. If you enjoy working on-site, collaborating with frontline staff, and turning data into action, this role offers variety, impact, and visibility across our Employment Ontario network.

Requirements

• 3–5 years’ experience in Employment Ontario, workforce development, or program compliance
• Strong understanding of the IES model, service delivery standards, and funder expectations
• Experience with audits, file reviews, or quality assurance processes
• Confidence working with data, performance metrics, and reporting tools
• Clear, professional communication (written and verbal)
• Strong attention to detail and organization
• Diplomacy when providing feedback and coaching staff
• Ability to manage multiple priorities across different sites
• Experience with funder CRMs CaseFlo or FFAI, EOIS-CaMS, Salesforce, Odoo, or similar CRM/case management systems
• Strong proficiency in Excel and Microsoft 365 tools
• Comfort working with multiple platforms and data systems
• Degree or diploma in social services, business/public administration, HR, adult education, or a related field.

Nice To Haves

• Build trust quickly with frontline staff and leaders
• Translate complex requirements into practical guidance
• Proactively identify issues before they become risks
• Bring a solutions-focused mindset to continuous improvement
• Balance attention to detail with speed and responsiveness
• Analytical thinking with strong relationship skills
• Comfortable working independently, but equally confident coaching others and influencing change.

Responsibilities

• Review client files, case notes, and documentation to ensure accuracy and compliance
• Monitor service delivery against Employment Ontario and IES standards
• Analyze program data to identify risks, trends, and improvement opportunities
• Support teams in preparing for funder audits and site reviews
• Partner with managers and frontline staff to strengthen documentation, processes, and outcomes
• Develop practical tools (checklists, templates, SOPs) to improve consistency across sites
• Deliver coaching and training on compliance, documentation, and best practices
• Provide clear, concise reports and recommendations to leadership

Benefits

• High-impact role: Directly influences service quality and client outcomes across multiple sites
• Variety: Work across teams, programs, and locations—no two days are the same
• Visibility: Partner closely with leadership and contribute to operational decisions
• Growth-focused: Opportunity to shape processes and contribute to continuous improvement initiatives

What This Job Offers

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