Ornge Careers

LEAD, QUALITY IMPROVEMENT ANALYST

Reference #2026-90

 
Strong. Proud. Uplifting.

At Ornge, we believe that ordinary people can do extraordinary things.

Each day, we connect communities with critical care across Ontario, Canada. In the air and by land, our teams deliver equity in emergency response, uplifting the lives of those in our care.

We are excited to onboard individuals who bring energy, enthusiasm, and professionalism to our growing group of difference-makers and life-changers. 

Discover Ontario, Canada, and an exciting career with Ornge.

The targeted salary range is supplemented by a competitive total rewards package. The salary offered to the successful candidate will consider a wide array of factors such as the individual’s skillset, level of experience applicable to the role and internal equity considerations.

Uplifting Your Career at Ornge

At Ornge, the work we do matters because behind every call, every decision, and every data point is a person relying on us in one of the most critical moments of their life.

As a Lead Quality Improvement Analyst in our Operations Control Centre (OCC), you will play a vital role in strengthening the system that makes those moments possible. You won’t just analyze performance - you will shape how we deliver care, improve outcomes, and support the teams on the front line of life-saving missions across Ontario.

This is a role for someone who sees beyond the numbers. You are deeply curious, technically strong, and driven to understand not just what is happening - but why. You use tools like SQL and advanced analytics to uncover patterns, test systems, and validate performance but your true impact comes from how you translate data into meaningful, real-world change.

You will be a trusted representative of the OCC, engaging with internal teams and external partners with calm, tact, and credibility. You listen carefully, assess complex situations with sound judgement, and make decisions that balance operational realities with quality, safety, and continuous improvement.

At Ornge, we believe better systems lead to better outcomes. In this role, you will challenge assumptions, strengthen processes, and elevate standards ensuring that every improvement contributes to safer, more effective care.

If you are motivated by purpose, grounded in data, and driven to make a real difference, this is your opportunity to combine technical expertise with human impact in a way that truly matters.  

Key Accountabilities:

Quality Assurance & Performance Excellence

• Lead quality assurance activities including audits, evaluations, and testing across OCC operations.
• Analyze KPIs, operational data, and performance trends to assess individual and team effectiveness.
• Conduct quarterly audits and ensure findings, decisions, and actions are clearly documented and traceable.
• Identify risks, gaps, and opportunities, and deliver actionable recommendations to improve performance and compliance.

Stakeholder Consultation & OCC Representation

• Act as a trusted OCC representative, consulting with internal teams and external stakeholders.
• Listen to concerns, assess situations with sound judgement, and determine whether issues relate to policy, procedure, compliance, or operational practices.
• Communicate insights and recommendations with clarity, tact, and professionalism, particularly in high-pressure or sensitive situations.
• Influence decision-making and support alignment across stakeholders.

Continuous Improvement & Best Practice

• Identify and address gaps in policies, procedures, and operational practices.
• Drive continuous improvement initiatives that enhance quality, efficiency, and compliance.
• Embed best practices and contribute to the evolution of OCC quality frameworks and standards.

Technical Analysis, Systems & QA Testing

• Leverage strong technical skills to extract, analyze, and interpret data using tools such as SQL, SQLite, and advanced Excel.
• Support or lead quality assurance testing, including user acceptance testing (UAT), to validate system performance and functionality.
• Assess system outputs and data integrity to ensure accuracy and reliability in operational decision-making.
• Translate complex data findings into clear, actionable insights for diverse audiences.

Documentation & Governance

• Maintain accurate, detailed documentation of audits, investigations, QA activities, and improvement initiatives.
• Ensure all processes align with regulatory, organizational, and compliance requirements.
• Support strong data governance and integrity practices within the OCC.

Qualifications:

• Post-secondary education in a relevant field (e.g., data analytics, technology, computer science, health sciences, operations, or related discipline) or equivalent combination of education and experience.
• 3-4 years of demonstrated experience in quality assurance, performance analysis, continuous improvement, or similar analytical roles.
• Strong technical and analytical expertise, including hands-on experience with: SQL and/or SQLite
• Advanced Microsoft Excel (e.g., pivot tables, complex formulas, large dataset analysis)
• Proven ability to work with complex datasets, performance metrics, and KPIs to generate insights and inform decision-making.
• Experience supporting or leading quality assurance processes, system testing, or user acceptance testing (UAT).
• Strong systems thinking with the ability to quickly learn, evaluate, and validate new tools and technologies.
• Experience working in fast-paced, operations-driven, or service-oriented environments (e.g., call centre, dispatch, healthcare, logistics, or similar) is considered an asset.
• Exceptional judgement and decision-making skills, with the ability to assess complex issues, synthesize information, and determine appropriate action.
• Strong communication skills with a calm, tactful, and professional approach when engaging stakeholders.
• Proven ability to consult, influence, and build credibility with both internal teams and external partners.
• Highly analytical with strong problem-solving capabilities and a data-driven mindset.
• High level of attention to detail and commitment to accuracy in audits, reporting, and documentation.
• Ability to perform effectively in a dynamic, high-pressure environment where priorities can shift quickly.

Total Rewards:

• Comprehensive Health, Dental and Vision Benefit Plan.
• 24/7 Employee and Family Assistance Program.
• Premium Defined Benefits Pension Plan Automatic Enrollment.
• Three Paid Personal Days (Pro-Rated for Year 1).
• Accrued vacation time starting at three weeks per year.
• PERKS! Employee Promotional Programs relating to personal phone plans, furniture, home/car insurance, travel, fitness, attractions and more!
• Tuition reimbursement and opportunities for learning and development.

At Ornge, we are:

• Community connectors.
• Equity in healthcare.
• Strong in our convictions.
• Proud of the services we provide.
• Uplifting in our mission, values, and services.

You can expect us to be:

• Competitive in pay, benefits, vacation time and more.
• Promoters of diversity.
• Champions of inclusivity and accessibility.
• Committed to your career advancement.
• A tight-knit, supportive culture.

A bit about you:

• You are driven by our collective desire to make a difference.
• Excited by problem solving and excels at in-the-moment decision making.
• Teamwork has always been where you thrive.
• You are ready to put your skills into action in a fast-paced environment.

What’s next:

• If you are ready to uplift lives, apply directly online.
• On apply, we’ll send you an email on how to check your application status within Jobvite.
• Ornge is committed to providing accessible accommodations in compliance with Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please email us at [email protected].
• Ornge encourages applications from candidates identifying as a member of a traditionally underrepresented group including First Nations, Métis, Inuit, and urban Indigenous peoples; Francophone persons; Black and racialized persons; members of 2SLGBTQIA+ communities; and persons with disabilities. 
• Ornge communicates with candidates for job openings by email and does not incorporate AI technology in its recruitment process. Applicants are responsible to check their email for updates and ensure they can receive messages from unfamiliar senders. We send time-sensitive information via email; it is important for applicants to check their email frequently. If we do not receive a response from applicants, we will assume that they are no longer interested in the position, resulting in the removal of their application from the competition.

Are you ready to pursue a career that has a profound impact on communities across Ontario, Canada? Join us.

Ornge. Lives uplifted.