QUALITY IMPROVEMENT COORDINATOR

Reference #: 2025-138

Strong. Proud. Uplifting.

At Ornge, we believe that ordinary people can do extraordinary things.

Each day, we connect communities with critical care across Ontario, Canada. In the air and by land, our teams deliver equity in emergency response, uplifting the lives of those in our care.

We are excited to onboard individuals who bring energy, enthusiasm, and professionalism to our growing group of difference-makers and life-changers.

Discover Ontario, Canada, and an exciting career with Ornge.

Position Title

Quality Improvement Coordinator

Department/Section

Operations Control Centre

Employment Status

Permanent Full Time

Targeted Salary Range

$60,639.60-$72,009.53

Work Mode

On-Site

Location

5310 Explorer Dr, Mississauga

Hours of Work

37.5

Posting Open Date

October 22, 2025

Posting Close Date

October 30, 2025

The targeted salary range is supplemented by a competitive total rewards package. The salary offered to the successful candidate will consider a wide array of factors such as the individual’s skillset, level of experience applicable to the role and internal equity considerations.

Uplifting Your Career at Ornge

The OCC is looking for a Quality Improvement Coordinator to support the development, implementation of quality and training programs in the Operations Control Centre (OCC). Under the direction of the Operations Control Manager, the incumbent will provide an audit function using live and historical information and specifically designed quality improvement initiatives for the OCC with a focus on systems compliance and timely customer service. In partnership with the leadership team, this position will serve as a subject matter expert to identify trends in gaps and propose learning solutions.

Responsibilities:

• Develop, implement, and maintain quality assurance and training programs for Communications Officers.
• Conduct live and recorded audits using the company Computer Aided Dispatch (CAD) software and policy references to assess compliance and service quality.
• Design and deliver training materials, online modules, and learning tools for OCC staff and management.
• Analyze data from internal and external sources to identify system issues, propose solutions, and report trends for performance improvement.
• Provides feedback on findings, trends, and systems issues for education and improvement to the OCC performance.
• Reconcile timesheets, manage document control, process uniform requests, and handles purchase orders and expense reconciliation.
• Assist in preparing for service reviews and accreditation audits, ensuring readiness and compliance with internal and external standards.
• Provides administrative support to all departmental programs.
• Other duties as assigned

Qualifications:

• Post-secondary education in Health Sciences, Aviation, or Computer Science with a certificate in Adult Learning preferred or related degree or diploma or equivalent experience
• Demonstrated experience supporting the development and implementation of quality assurance and training programs and training curriculum from the ground up
• Demonstrated knowledge of business process improvements, process mapping and requirements gathering
• Minimum of 2 years’ experience working in EMS, aviation management in a frontline or quality assurance capacity preferred
• Advanced proficiency in Microsoft Office Suite (Outlook, SharePoint, Word, Excel) and Adobe Acrobat Pro.
• Ability to prioritize among competing responsibilities and meet expected timelines
• Experience in an EMS communication centre including the use of a Computer Aided Dispatch system is an asset.

Total Rewards:

• Comprehensive Health, Dental and Vision Benefit Plan.
• 24/7 Employee and Family Assistance Program.
• Premium Defined Benefits Pension Plan Enrollment.
• PERKS! Employee Promotional Programs relating to personal phone plans, furniture, home/car insurance, travel, fitness, attractions and more!

At Ornge, we are:

• Community connectors.
• Equity in healthcare.
• Strong in our convictions.
• Proud of the services we provide.
• Uplifting in our mission, values, and services.

You can expect us to be:

• Competitive in pay, benefits, vacation time and more.
• Promoters of diversity.
• Champions of inclusivity and accessibility.
• Committed to your career advancement.
• A tight-knit, supportive culture.

A bit about you:

• You are driven by our collective desire to make a difference.
• Excited by problem solving and excels at in-the-moment decision making.
• Teamwork has always been where you thrive.
• You are ready to put your skills into action in a fast-paced environment.

What’s next:

• If you are ready to uplift lives, apply directly online.
• All resumes are reviewed by our team and only those under consideration will be contacted.
• Ornge is committed to providing accessible accommodations in compliance with Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please email us at HR@ornge.ca.
• Ornge encourages applications from candidates identifying as a member of a traditionally underrepresented group including First Nations, Métis, Inuit, and urban Indigenous peoples; Francophone persons; Black and racialized persons; members of 2SLGBTQIA+ communities; and persons with disabilities.
• Ornge communicates with candidates for job openings by email and does not incorporate AI technology in its recruitment process. Applicants are responsible to check their email for updates and ensure they can receive messages from unfamiliar senders. We send time-sensitive information via email; it is important for applicants to check their email frequently. If we do not receive a response from applicants, we will assume that they are no longer interested in the position, resulting in the removal of their application from the competition.

Are you ready to pursue a career that has a profound impact on communities across Ontario, Canada? Join us.

Ornge. Lives uplifted.