Service Quality Analyst- Term- Kitchener, Waterrloo and Barrie

at  Serco North America

Position Description :
If you seek a rewarding, and challenging position, Serco has a great opportunity for you! This position will be on a dynamic team, supporting Serco Employment Services.

EDUCATION/CERTIFICATIONS:

• Post Secondary Degree

KNOWLEDGE AND EXPERIEINCE:

• 2 years of experience in a Quality assurance Environment.
• Has high level of knowledge of commonly-used concepts, practices, and procedures within a particular field.
• Possesses comprehensive knowledge of subject matter.
• Primary job functions requires exercising independent judgment.
• Possession of a valid Driver’s License and access to a vehicle.

SKILLS/COMPETENCIES:

• Effective communication skills and ability to work cross functionally within the organization.
• Excellent writing skills.
• Excellent collaborative, organizational, and teamwork skills.
• Proficient in the use of Microsoft Office, including Visio, Word, Excel, Outlook, and PowerPoint
• Strong degree of integrity and judgment.
• Willing to take ownership for the outcomes of tasks within scope of responsibility.
• Strong planning, coordination, execution and analytical skills.
• Proven ability to meet deadlines and changing priorities.

PURPOSE OF THE JOB:

To support the Serco Canada Business Unit through:

• Undertaking various projects and support activities for the department, and to assist in the development and implementation of process improvements.
• Assisting the Customer Feedback Department by responding to and/or logging customer complaints and enquiries.
• Undertaking process audits to promote excellence in service delivery through the identification of areas requiring corrective actions and the identification of best practices.
• Participating in Performance Improvement Team (PIT) visits to drive business performance improvements.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Prepare the monthly Quality Management System (QMS) report for submission to the Quality Director and Managing Director, Employment Services within 3 business days of month commencement.
• Correspond with the Lead Auditor to ensure that audit findings are accurately reported in a timely fashion and that any non-conformances, corrective actions and timeframes are agreed upon with auditees and recorded.
• Ensure that concise and objective audit reports are created and logged into an electronic database in a timely manner.
• Gather and organize statistical quality data, identify trends and process variations relevant to KPI’s.
• Identify opportunities for improvements, discuss with the Lean leader and facilitate Kaizen events.
• Assist in implementation of Lean management initiatives.
• Developing and measuring standard metrics, diagramming the value stream, including inputs and outputs, of a business process to identify the non-value added activities and unnecessary complexity within business processes.
• Monitoring the new process to ensure it works as intended. Prepare the reports and statistics, work with front-line staff and key business stakeholders to identify improvement opportunities and training/coaching employees on the new lean initiatives.
• Participate in periodic program review meetings with the QA & Analytics dept management.
• Participate in the administration of departmental activities.
• Identify opportunities and make recommendations to the QA & Analytics dept management for continuous improvements to employment service delivery.
• Implement programs by providing related services, administration of programs, and compliance.
• Develops instructions and guidelines to perform department or professional functions.
• Works under minimal supervision and may be required to periodically work away from home.
• Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
• Ensure all assigned deliverables and other reports are completed accurately and on time.
• Visibly demonstrate Serco Values and work practices while completing duties.
• Other related duties relevant to this position as may be required.
  This is a “term” position. Your employment will commence upon completion of background checks and the agreed upon start date. The position is anticipated to last for a term of six (12) months with the possibility of an extension.
  Qualifications :