Quality Assurance Specialist

Data, Research and Evaluation Department

Hybrid

Full Time, Permanent

Level 7

Requisition Number: EVAL-2025-002

Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day.

More than a place to stay, we provide life-changing care with unconditional love and respect. We meet youth’s immediate needs and then we work together to achieve their future goals. We offer 24/7 crisis shelter transitional housing options on-site and, in the community, health and well-being support, training and skill development, and ongoing care once youth move into the community.

For over 40 years, Covenant House has been dedicated to its mission of serving youth on the street and to protect and safeguard all youth with absolute respect and unconditional love. Since 1982, Covenant House has supported more than 100,000 young people.

Overview

This position is responsible for ensuring service excellence, compliance, and continuous improvement across Covenant House Toronto’s programs. The Quality Assurance Specialist monitors service delivery standards, key performance indicators (KPIs), and program outcomes to support better results for young people accessing services at Covenant House Toronto. The role works closely with frontline and management staff to implement quality assurance tools and practices, lead internal audits, and develop quality improvement initiatives based on data and performance trends. The Specialist ensures data accuracy and integrity, drives accountability, and supports innovation in service delivery and outcome measurement. Additionally, the role is responsible for monitoring and ensuring compliance with internal policies, external regulations, and accreditation standards, helping to safeguard organizational integrity and promote best practices across all programs.

We are currently recruiting for 1 Full-time, Permanent Quality Assurance Specialist. This is a new position within the organization.

Responsibilities:

QUALITY MONITORING AND IMPROVEMENT

• Develop, implement, and monitor quality assurance frameworks, tools, and processes.
• Conduct regular quality audits of case files, documentation, program outcomes, and service records.
• Identify service delivery gaps and recommend improvement plans to ensure compliance with standards and client-centred practices.
• Analyze trends in service quality and propose enhancements aligned with trauma-informed and equity-focused approaches.
• Develop and maintain service quality scorecards to track performance and compliance over time.
• Lead the development and implementation of quality improvement initiatives aimed at improving program outcomes for young people accessing Covenant House Toronto’s programs and Services
• Collaborate with staff to embed continuous quality improvement (CQI) across all departments.

PERFORMANCE MONITORING AND OUTCOME EVALUATION

• Monitor and analyze program-level KPIs and outcome data to assess performance and inform service planning.
• Work with the program services team to design and refine outcome measures that reflect the lived experiences and needs of the young people that Covenant House Toronto serves.
• Translate data insights into practical recommendations for improving service delivery and youth outcomes.
• Support reporting to internal and external stakeholders, including funders and regulatory bodies, by providing validated outcome and performance data.

POLICY AND COMPLIANCE MANAGEMENT

• Monitor and ensure compliance with internal policies, external regulations, and accreditation standards.
• Lead internal reviews in preparation for licensing, audits, or third-party inspections.
• Maintain up-to-date policy and procedural documentation in coordination with leadership.
• Conduct risk assessments and propose corrective actions to address compliance deficiencies.

DATA QUALITY AND INTEGRITY

• Work with data analysts and program staff to verify the completeness, accuracy, and timeliness of client data.
• Develop QA tools to monitor consistency and accuracy of data in Efforts to Outcomes (ETO) and other systems.
• Support the development of workflows that improve front-line data collection practices.

TRAINING AND SUPPORT

• Design and deliver training sessions for program staff on QA tools, documentation standards, outcome measurement, and compliance protocols.
• Provide coaching and support to frontline teams on how to meet service quality and performance benchmarks.
• Foster a culture of accountability, learning, and excellence in service delivery.

CROSS-FUNCTIONAL COLLABORATION

• Liaise with Program Directors, Database Administrators, and other key stakeholders to coordinate QA initiatives.
• Represent QA function in internal working groups, committees, and external networks as needed.
• Partner with evaluation and research teams to align QA efforts with agency KPIs and strategic goals.

Other additional duties as assigned

Qualifications:

• Post-secondary degree in a field related to Quality Assurance/Improvement (e.g., Health Quality, Public Health, Health Administration, Healthcare Management, Data Analytics, Statistics).
• Minimum 2 years in a Quality Assurance or Quality Improvement role.
• Strong project management skills.
• Proficiency in data analytics.
• Knowledge of youth homelessness.
• Understanding of trauma-informed care.
• Experience in the social services sector.

Don’t meet every requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet all qualifications. If you are excited about the role but your resume doesn’t align perfectly with every qualification in the description, apply anyway. You may still be the right candidate for this or other roles.

What we Offer:

• Meaningful work.
• Competitive compensation.
• Benefits such as Health, Dental, Vision, Personal Days, Employee Assistance Program, Tuition Reimbursement and more.
• Employee perks which include discounts on gym membership, city bike rentals, auto & home insurance and more.

Interested candidates are welcome to apply directly to this posting on or by September 3, 2025. Only those selected to move forward in our recruitment process will be contacted. No agencies or phone calls please.

Use of AI and Technology in the Hiring Process

Covenant House Toronto does not use artificial intelligence (AI) to make or inform hiring decisions. However, we do use an external applicant tracking system (ATS) to help manage applications efficiently.

While our ATS may apply automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters. No hiring decisions are made by AI.

Commitment to Equitable Recruitment

At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indigenous persons, racialized people, gender diverse people, 2SLGBTQIA+ people, and people with disabilities.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policy on Accommodation, a request for accommodation will be accepted as part of the Covenant House recruitment process.