Service Quality Specialist, Mississauga
About The Position
At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalized programs and services that empower our clients to prosper and our communities to thrive. We thrive in a OneAchev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth. Join us in helping diverse Canadians and newcomers achieve their full potential! Achev’s latest Impact Report: www.Achev.ca Join a team that improves lives through better service delivery. 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
