Quality Assurance Consultant

Winnipeg Regional Health Authority (WRHA); Winnipeg; On-site; CAD 91,000 - 118,000; Full time

Job summary

A health organization in Winnipeg seeks a Quality Assurance Consultant to develop and monitor quality assurance processes for its Crisis Program. The consultant will work collaboratively to ensure exceptional service delivery, while also providing training and support. Candidates should have a degree in a human service-related field and experience in a crisis or clinical environment. The role offers a salary range of $91,000.00 to $118,000.00 annually with flexible scheduling requirements.

Qualifications

• Degree in a human service-related discipline required.
• Two years of experience in a crisis or clinical service environment required.
• Experience in coaching and leading teams is an asset.

Responsibilities

• Develop and maintain strong working relationships.
• Monitor and perform audits of Crisis Program software platforms.
• Compile and provide data for statistical reports.

Skills

Change management

Coaching and leading teams

Quality improvement processes

Education

Degree in social work, psychology, sociology, nursing, or education

Master’s degree

Tools

iCarol

Genesys Cloud

Job description

Requisition ID: 393217

Posting End Date: December 12, 2025

City: Winnipeg

Employer: Klinic Community Health

Department / Unit: Crisis Program

Posting Category: Clinical

Union Status: Exempt

FTE: 1.0

Anticipated Shift: Days; Evenings; Weekends

Daily Hours Worked: 8

Position Summary

Reporting to the Crisis Program Manager, the Quality Assurance Consultant is responsible for developing, implementing, and monitoring the quality assurance processes, practices, and initiatives that support the work of Klinic’s Crisis Program. Through this work, the consultant provides guidance and direction for the crisis program to ensure that crisis line callers experience exceptional service delivery and that program and accreditation standards and requirements are consistently met. The incumbent also conducts continual research and review of leading practice standards for crisis response program delivery models and incorporates them into clinic practice. Working collaboratively with the training coordinator, this position informs crisis training and education for new crisis program volunteers and staff, including ongoing and refresher trainings for current staff and volunteers. Services are delivered through an empowerment based, trauma‑informed lens and within the broader context of the social determinants of health. The consultant also provides information and support to the Manager, Operational Crisis Support Services and promotes positive working relationships with other Klinic programs.

Key Responsibilities

• Develop and maintain strong working relationships with internal and external partners.
• Report to leadership on key performance indicators.
• Complete periodic call monitoring and iCarol audits in collaboration with the Clinical Supervisor to ensure compliance with clinical and procedural standards.
• Compile and provide data to support the development of statistical reports, including quantitative, qualitative, and mixed methods.
• Draft report narratives to be included in program, funder, and annual reports.
• Work with stakeholders, including local service delivery partners, 988 Canada, and other crisis/distress centers in Canada and elsewhere, to develop, coordinate, implement, and monitor quality improvement processes and initiatives aligned with Klinic’s strategic and operating plans and values.
• Monitor and perform audits of iCarol, Genesys Cloud, and other Crisis Program software platforms to ensure required data entry is performed correctly, enabling accurate statistical reporting; advise staff and follow up on error correction and resolution with Clinical Supervisors, program coordinators, or on‑site administration as required.
• Develop, implement, manage, evaluate, and identify improvement opportunities for program standards and procedures.
• Monitor and measure quality improvement initiatives to identify successes and potential problem areas requiring attention.
• Participate in strategic planning activities specific to quality and accreditation and ensure the ongoing maintenance of associated plans and documentation.

Qualifications and Experience

• Degree in a human service‑related discipline such as social work, psychology, sociology, nursing, or education is required; Master’s degree preferred.
• Demonstrated education/training in change management preferred.
• Experience developing and implementing audit processes, procedures, and tools, including auditing computer access.
• Experience reviewing confidential information is an asset.
• Experience in coaching and leading teams is an asset.
• Two years of experience working in a crisis or clinical service environment required.
• Two years of experience supporting organizational change initiatives.
• Two years of experience applying standardized processes related to quality improvement and accreditation processes preferred.
• Experience working with provincial and/or national accreditation programs is an asset.

Please note that an equivalent combination of education and experience may be considered. Applicants are required to explain in their cover letter how their education and experience meet the required qualifications.

Salary and Work Hours

• Start date: Date of Hire.
• Hours of work: Monday to Friday, scheduling flexibility may be required, including evening, night, and weekend work.
• Salary range: $91,000.00 to $118,000.00 annually.