Operations & Quality Assurance Manager

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: TYPE OF WORK

Full Time

: SALARY

$2,500 - $3,500 USD starting per month

: HOURS PER WEEK

40

: DATE UPDATED

Sep 24, 2026

JOB OVERVIEW

Our company helps people trace their Canadian ancestry and prepare their Canadian citizenship applications. Behind every case is a family, a collection of important records, and a client trusting us to get the details right.

We’re looking for someone to take ownership of the people and processes that make that happen.

You’ll work directly with the founder and manage our current team of three case managers and one support agent. We bring on approximately 10–12 new cases each week, and we need someone who can keep the team organized, maintain high standards, and make sure applications are ready before they reach clients.

You’ll have real responsibility and the authority to act: set priorities, assign work, address performance issues, require corrections, and hold an application back when something needs fixing.

You’ll be responsible for:
- Leading the team day to day. Make sure everyone checks in, understands their priorities, and follows through. Give clear feedback and help people improve.
- Keeping cases moving. Track assignments, deadlines, research, document requests, and application preparation. Catch stalled cases and resolve blockers.
- Checking the work. Look at what has actually been completed, verify that it meets our standards, and follow up when something is missing or unclear.
- Reviewing final applications. Check names, dates, family relationships, supporting records, forms, and overall completeness. Return issues for correction and confirm they’ve been resolved before release.
- Improving how we operate. Turn recurring problems into better instructions, checklists, and training. We want your judgment and ideas.
- Keeping the founder informed. Provide a concise picture of progress, staff performance, quality issues, and decisions that need attention.

You’ll be a strong fit if you’ve already managed a team and been accountable for the quality of its work. You’re comfortable having a direct conversation when someone misses expectations, and you know how to follow that conversation with practical support and clear accountability.

You also enjoy detailed work. You notice when two documents disagree, ask good questions, and investigate before accepting an explanation.

Experience in legal support, immigration administration, insurance claims, mortgage processing, or another field involving detailed case files would be especially useful. Strong written and spoken English, sound judgment, and the ability to work independently are essential.

You’ll learn NorthClaim’s specific workflows and review standards during onboarding. Application review will initially happen alongside the founder, with independent responsibility increasing as you demonstrate accuracy.

This is an opportunity to have a visible impact on a small business. You’ll know the people you manage, work directly with the person making business decisions, and have room to shape how the operation runs. Success means a team that knows what to do, cases that keep moving, and clients receiving carefully reviewed work.

To apply, please send your résumé, earliest available start date, and a short Loom video of approximately 2–3 minutes answering:
1. What team have you managed, and what improved because of your leadership?
2. Tell us about a time you caught a mistake before it reached a client. How did you catch it, and what did you do?
3. What appeals to you about taking ownership of operations at NorthClaim?
A simple recording is perfect. We’re interested in how you think and communicate; there’s no need for slides or editing.
A working Loom video link is required. Applications without a Loom video will not be considered for an interview.

SKILL REQUIREMENT

Legal Services Operation Management Case Management

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Operations & Quality Assurance Manager

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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