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
Service Quality Specialist - Employment Services
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.
What you’ll do
As a Service Quality Specialist (SQS), you’ll play a key role in strengthening service quality, compliance, and performance across our sites.
You will:
- 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
What success looks like in this role
You’ll succeed if you:
- 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
What you bring
You’re someone who combines analytical thinking with strong relationship skills. You’re comfortable working independently, but equally confident coaching others and influencing change.
You likely have:
- 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
And you're known for:
- 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
Technical skills
- 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
Education
- Degree or diploma in social services, business/public administration, HR, adult education, or a related field.
Why this role stands out for you:
- 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
This role is ideal for someone looking to grow into leadership in quality, compliance, or program management within Employment Ontario teams at Achev.
Salary rate: $58,628.63
This is a current vacancy. Please note that we use AI tools in our application screening process. All hiring decisions involve human review.
We’re looking to welcome people to our diverse, inclusive, and authentic workplace. We especially welcome applications from members of racialized groups, Indigenous peoples, persons with disabilities, persons of diverse sexual orientations and gender identities and others with the skills and knowledge to productively engage with diverse communities. We are committed to a selection process and work environment that is inclusive and barrier-free. So, if you’re excited about this role or another one, please apply on our website www.achev.ca
