Quality Oversight Officer (12-month Contract)

at  GardaWorld

Mississauga, ON, Canada -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate27 Dec, 2024Not Specified29 Sep, 2024N/ATraining,Analytical Skills,English,Data Analysis,French,Management Skills,Microsoft Office,Soft Skills,CoachingNoNo
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Description:

The Quality Oversight Officer (QOO) is responsible for overseeing compliance to Standard Operating Procedures (SOP) and ensuring the operation is meeting client expectations at all levels. Thorough and observant with a keen eye for detail, the Quality Oversight Officer works closely with the frontline and administrative teams to ensure all continuous improvement objectives are met through a combination of oversight and internal audits. The Quality Oversight Officer (QOO) is considered a subject matter expert of the Standard Operating Procedures and the Internal Business Management System.

Key Responsibilities:

  • Perform audits and engage in active oversight to SOP compliance and checkpoint performance
  • Oversee and document compliance with CATSA’s SOPs and GardaWorld BMS across the region
  • Provide feedback to Screening Officers and inform Service Deliver Manager (SDM) of findings in a timely manner
  • Intervene immediately if parts of the screening process were not completed or if critical aspects of the screening process were performed incorrectly
  • Conduct and/or assist audits (CATSA CCP, CGSB, and/or Internal Audits)
  • Conduct site inspections, breach investigations and infiltration test investigations
  • Assist various departments with continuous improvement initiatives
  • Identify opportunities for improvement and provide follow-up, positive and constructive feedback
  • Assist with the development, issuance and tracking of Corrective Action Plans based on performance evaluations or incidents
  • Collect data to measure SOP compliance and Screening Officer performance
  • Other duties as required

Education

  • A minimum of Grade 12 Diploma or GED equivalent is required
  • Post Secondary diploma or degree is preferred or Business Management or Auditing equivalent work experience.
  • A minimum of three (3) to five (5) years of experience in the aviation or security industry.
  • A minimum of two (2) to five (5) years combined experience in training, and/or quality.

Knowledge, Skills, and Abilities

  • Proficiency in Microsoft Office including competent Microsoft Excel usage
  • Excellent written, verbal and communication skills
  • Able to meet deadlines while working in a fast-paced environment
  • Ability to work independently and be a self-starter
  • Strong data analysis and analytical skills
  • Strong organizational and planning skills in a fast-paced environment
  • Excellent time management skills and ability to multi-task and prioritize work
  • Coaching, Mentorship, and soft skills are required
  • Fluency in English, spoken and written, is required
  • Fluency in French, spoken and written, is an asset
  • Previous Screening experience and knowledge of Screening Standard Operating Procedures is considered an asset
  • Previous experience in quality assurance/control is an asset

Competencies

  • Informing:Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information
  • Managerial Courage- Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
  • Composure - Composure Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
  • Conflict Management - Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
  • Fairness - Acts equitably and fairly; has candid discussions; doesn’t have hidden agenda; doesn’t give preferential treatment.
  • Process Management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes; gets more out of fewer resources.

Working Conditions

  • Travel within Canada may be required on occasion.
  • Physical requirements include but are not limited to - standing, lifting, sitting for prolonged periods, extensive use of a computer/electronic device.
  • Ability to mentally focus and concentrate for prolonged periods.
  • Ability to facilitate in person sessions that requires standing, sitting, walking, speaking, and directing participation of small (3 to 4 people) to large (20 to 50 people) groups during regular business hours over multiple days.
  • Exposed to sounds and noise levels that are distracting or uncomfortable.
  • Work near others. Will share the same workspace and work with people from varying organizational levels, divisions, departments, and geographical locations.
  • No set permanent schedule - may need to work or travel outside of regular work hours based on operational need.
  • Overtime can be controlled but may be required dependent on program needs.
  • Works with little to no direct supervision on routine tasks.

Responsibilities:

  • Perform audits and engage in active oversight to SOP compliance and checkpoint performance
  • Oversee and document compliance with CATSA’s SOPs and GardaWorld BMS across the region
  • Provide feedback to Screening Officers and inform Service Deliver Manager (SDM) of findings in a timely manner
  • Intervene immediately if parts of the screening process were not completed or if critical aspects of the screening process were performed incorrectly
  • Conduct and/or assist audits (CATSA CCP, CGSB, and/or Internal Audits)
  • Conduct site inspections, breach investigations and infiltration test investigations
  • Assist various departments with continuous improvement initiatives
  • Identify opportunities for improvement and provide follow-up, positive and constructive feedback
  • Assist with the development, issuance and tracking of Corrective Action Plans based on performance evaluations or incidents
  • Collect data to measure SOP compliance and Screening Officer performance
  • Other duties as require


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Information Technology/IT

HR / Administration / IR

Other

BMS

Proficient

1

Mississauga, ON, Canada