Senior Manager, EVS QA Program

Subject Matter Expert – Standards, Quality Assurance, and Training

Position Overview:

The Senior Manager, EVS QA Program is responsible for establishing, maintaining, and administering the regional Compass EVS Program across multiple accounts, covering housekeeping, portering, call center, and linen services. This role ensures regulatory compliance, drives quality assurance, and supports continuous improvement through the development and updating of EVS standards. Key responsibilities include conducting audits, designing and delivering training programs for management and site trainers, and executing client, patient, and resident satisfaction surveys. The Senior Manager is also responsible for training EVS staff and updating cleaning and facility procedures to maintain high standards of service delivery. 

Job Summary

Now, if you were to come on board as Senior Manager , EVS QA Program , we’d ask you to do the following for us:

• Leads Compass EVS Program by establishing standards for service delivery and quality assurance and maintaining it current with applicable regulations
• Provides guidance to site operations teams on implementing Compass EVS Program and recommends practical solutions to service delivery challenges
• Develops training for Compass EVS Program, delivers to the site management in a train-the-trainer format. Creates education materials and tools for onsite teams to use with front-line staff.
• Maintains a positive relationship with site leadership & clients through conducting required scheduled visits/meetings to discuss areas of concern and report on deficiencies
• Performs scored audits and re-audits of Compass EVS Quality Program (housekeeping, portering, call centre and linen services) and infection control program implementation at facilities on a regular and ongoing basis to ensure the delivery of services is consistent with required standards and recommends corrective actions
• Conducts follow up audits to ensure correction of deficiencies is completed.
• Ensures the sites align with Compass Health & Safety program.
• Monitors and reports on audit results for the region and works closely with the business analytics team to align on reporting requirements
• Regularly reviews corrective actions with managers to ensure tasks are performed properly and quality of work is maintained at expected levels.
• Works proactively in the region by analyzing and trending customer feedback and correlating to service quality scores to identify trends and to then work in conjunction with RDO’s, VP and site operations team to drive the necessary improvements.
• Performs client and patient/resident satisfaction surveys.
• Performs other assigned duties as needed or directed by the Director of EVS Centre of Excellence.

Qualifications:

• Minimum Experience of 3 years in management of Environmental Services in a large healthcare or long-term care facility with proven ability to meet or exceed client expectations and QA standards. Comparable experience might be considered. 
• Minimum experience of 2 years in a training role relevant to Quality Assurance in Environmental Services – able to understand QA principles and practices or equivalent. Comparable experience might be considered. 
• Experience in a QA leadership role is considered an asset.
• Experience in Health & Safety is considered an asset.
• Ability to work independently and manage multiple priorities with minimal supervision, including excellent follow – through skills.
• Experience in identifying opportunities for continuous improvement; process drive and ability to move forward with improvements.
• Experience working in a fast-paced environment
• Strong written, presentations and verbal communication skills.
• Strong computer skills with knowledge of Microsoft Office
• Valid driver’s license and driving record in good standing.
• Certification as a JHSC Member is considered an asset.