Quality Improvement and Client Experience Specialist

Corporate Services Full Time Brampton, ON $75,234 - $86,686 CAD per year

VACANCY STATUS: Please note that this posting is for a current Full-Time, Permanent position

DEPARTMENT: Organizational Effectiveness and Professional Practice

LOCATION: In-Person Across all WellFort and Partner Locations

APPLICATION DOCUMENTS REQUIRED: Resume and Cover letter

APPLICATION DEADLINE: November 16, 2026

ABOUT WELLFORT COMMUNITY HEALTH SERVICES

WellFort Community Health Services is a non-profit, values-based organization committed to providing inclusive, accessible, and sustainable health care services to diverse communities across Peel Region. Through a comprehensive range of primary care, health promotion, chronic disease management, and community development initiatives, WellFort works collaboratively with clients, families, and community partners to improve health outcomes and strengthen community capacity.

SUMMARY OF POSITION

This position supports the mission, vision and values of WellFort Community Health Services by leading the development, implementation, monitoring and evaluation of the organization's Quality Improvement and Client Experience programs.

The Quality Improvement and Client Experience Specialist provides subject matter expertise, consultation, coaching, facilitation and project leadership to support organizational excellence, continuous quality improvement, service innovation, client partnership and organizational learning. Working collaboratively with leaders, teams, clients, families and community partners, the Specialist advances evidence-informed improvement initiatives that strengthen organizational performance,



improve client experience and foster meaningful engagement in service planning, delivery and evaluation.

The Specialist is responsible for leading the development, implementation and ongoing evaluation of WellFort's Client Experience Framework and Client and Family Engagement Strategy, ensuring client and family voices are integrated into organizational priorities, quality improvement initiatives, service delivery and decision-making.

The role requires the ability to exercise sound judgment, professionalism and discretion while handling confidential organizational, quality, risk, client experience and performance-related information.

ACCOUNTABILITY

The Quality Improvement and Client Experience Specialist is accountable for advancing WellFort's quality improvement and client experience programs. The incumbent supports a culture of continuous improvement, accountability, person-centred care, client partnership, organizational learning and service excellence across the organization.

MAJOR DUTIES AND RESPONSIBILITIES

Quality Improvement

- Lead, support and coach programs and teams in identifying priorities, establishing performance objectives and developing quality improvement plans utilizing facilitation, stakeholder engagement, research, environmental scanning, process mapping, data analysis, gap analysis and evidence-informed best practices.
- Guide, lead,



implement and monitor quality improvement projects and initiatives across the organization.
- Track project status, risks, outcomes and performance indicators and provide regular updates and recommendations to leadership and committees.
- Act as an organizational subject matter expert and resource in quality improvement and process improvement methodologies.
- Support the sustainability and operationalization of improvement initiatives across programs and services.
- Facilitate quality improvement activities using recognized methodologies such as Plan-Do-Study-Act (PDSA), Lean principles, root cause analysis, process mapping, implementation science and change management approaches.
- Coordinate organizational quality improvement planning activities and support the development, implementation, monitoring and reporting of the organization's annual Quality Improvement Plan (QIP).
- Develop and provide tools, templates, resources and training to strengthen quality improvement and project management capacity among leaders and interprofessional teams.
- Coordinate and deliver education, mentoring and coaching related to quality improvement methodologies, performance measurement and evaluation.
- Consult with leaders and teams to identify opportunities for improvement and implement sustainable solutions.
- Support organizational accreditation activities, including quality standards monitoring, evidence collection, self-assessment activities and continuous improvement efforts related to accreditation requirements.
- Develop performance measures, dashboards, scorecards and evaluation frameworks to monitor outcomes and organizational performance on quality

📌 Quality Improvement and Client Experience Specialist (Brampton)
🏢 Collage
📍 Brampton