Quality Assurance

  • Location: Burnaby, British Columbia
  • Type: Fixed Term/Contract
  • Job #3639
Quality Assurance (6 Month Contract)
Location: Burnaby, BC
Staffing Placement Opportunity

Responsibilities including but not limited to
  • Lead and complete a quality assessment and develop mitigation plans to manage, eliminate or reduce service quality issues to an acceptable level.
  • Develop and administer standards, processes and controls to serve as a framework for service quality control.
  • Identify and implement quality instruments to enable measurement of quality performance to ensure compliance with the Service Quality Assurance Program and quality management system.
  • Establish reporting processes and frameworks to report on key quality metrics for identified stakeholders.
  •  Analyze and improve key service processes to meet quality standards.
  • Lead/facilitate quality assessment activities and status review meetings. Execute quality assessment reviews, identification of gaps and tracking to closure.
  • In support of the Performance Management Program as per the WEST Services Agreement, develop and implement an appropriate Quality Assurance Program (QA Program) and supporting quality management system, aligned with the Vested ® business model to ensure consistent and intended results.
  • Review service delivery capabilities and existing quality controls to identify any gaps for remediation.
  • Provide leadership and expertise and in the application of service quality management principles and practices.
  • Proactively identify areas for improvement, including implementation of recommended changes.
  • Participate in incident reviews and provide reports and recommended actions towards resolutions.
  • Develop materials, templates and instructions to support a variety of stakeholders including project governance.
  • Conduct regularly scheduled status reviews, identifies deviations to work plan/schedule and implements corrective action(s).
  • Communicate project status, actions and issues; provide full project reporting through governance
  • Liaise and coordinate with other stakeholders to ensure alignment.
  • Draft reports, briefing notes, and other supportive documentation for higher level management and governance working groups.
  • Work cross-functionally to solve problems and implement changes.


Education and Skills
  • Ability to work with a range of stakeholders across multiple organizations to gather complex information and make sound recommendations for contracted Service related Quality Assurance and Management.
  •  In-depth knowledge of service quality management and associated activities.
  • Experience leading and facilitation of service quality assessment sessions using various assessment tools.
  • Comprehensive knowledge and experience with Project Management principals, methodologies and service quality and performance (i.e. KPI) Management practices/trends.
  • Analytical and broad-based technical knowledge/skills; with ability to think through details and tactics without losing sight of overall strategic goals.
  • Exceptional tactical and critical strategic thinking.
  • Prior experience managing IT outsourcing and service transition projects.
  • Strong business acumen with the ability to effectively monitor and execute project plans with stringent timelines.
  • Ability to extract information and knowledge from complex sources.
  • Ability to manage multiple stakeholders.
  • Ability to meet deadlines in a fast-paced work environment.
  • Ability to work independently and within a team, while influencing and supporting.
  •  Excellent proficiency with MS Office toolsets (Word, Excel,PowerPoint, Project). Other data analysis tools.
  •  Organizational and time management skills.
  •  Process oriented.
  •  Relationship building at all levels (i.e. end-users to C-level).
  • Senior-level ability to translate process and technical problems using business terms.
  • Senior-level documentation and presentation skills.
  • Strong interpersonal skills to effectively facilitate discussions with a diverse group of stakeholders.
  • Strong team leadership skills that motivate and encourage collaboration.
  • Understanding of how to interpret customer business and clinical needs.
  • Excellent written and verbal communication, strong report writing skills, including business and technical report writing.


Note; This job opportunity is with a Microserve client.
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