Quality Oversight Manager - Ottawa, Canada - GardaWorld

GardaWorld

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Reporting to the Regional Quality Assurance Manager, the Quality Oversight Manager (QOM) 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, Quality Oversight Manager works closely with the frontline and administrative teams to ensure all continuous improvement objectives are met through a combination of oversight and internal audits.

They must fully understand the SOP have a sense of responsibility towards the client as well as the operation.

TASKS AND DUTIES

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 Screening Point Managers 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, CGSB, ISO and/or Internal Audits)
Conduct site inspections, breach investigations and infiltration test investigations
Observe work procedures independently of the Screening Point Managers and follows through on any SOP not met or understood
Oversee uniform wear consistent with CATSA's SOPs and inspects each employee during roll call and throughout each shift
Assist various departments with continuous improvement initiatives
Identify opportunities for improvement and provide followup, 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
Highlight issues, inconsistencies, and trends in scorecard data to assist departments with continuous improvement and rootcause analysis and internal Performance Improvement Plans
Other duties as required

REQUIRED SKILLS

University or College degree in Business Management or Auditing and Assurance preferred
Previous experience in aviation industry preferred
Proficiency in Microsoft Office (Microsoft Word, Microsoft Excel, and Microsoft Outlook, in particular)
Excellent written, verbal and communication skills
Able to meet deadlines while working in a fastpaced environment
Ability to work independently and be a selfstarter
Strong data analysis and analytical skills
Strong organizational and planning skills in a fastpaced environment
Excellent time management skills and ability to multitask and prioritize work
Familiarity with internal systems, such as GSKED and CATSA's LMS system is an asset
Previous experience in auditing in an asset
Previous experience working in a unionized environment is an asset
Bilingual in English and French is an asset
Have a clean criminal record & eligible to obtain a RAIC (security clearance)