Quality Oversight Officer

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.

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

• 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