Quality Oversight Officer (12-month Contract)

at  GardaWorld

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.

• 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