Req Id 51323 - Posted 03/03/2016 - Aviation Services - Airport Security Screening - Canada - Ontario - Toronto
GardaWorld Aviation Services is the largest provider of security services to the Canadian Air Transport Security Authority (CATSA). We deploy specialized security professionals in 28 airports in Canada, protecting the traveling public and enabling smoother and safer cross-border business interactions. Our highly qualified security professionals understand that travel still needs to be a positive experience and know how to respond to challenging situations. The friendly, approachable manner of the GardaWorld team is part of what sets us apart.
We are currently hiring for the position of Regional Quality Assurance Manager (RQAM)
Reporting to the Vice President of Aviation Services, The Regional Quality Assurance Manager (RQAM) is responsible for the overall management of the Quality Assurance and Quality Control processes within Central Region. Under client contract, this position includes:
- Some travelling within Canada and extensive travel opportunities within Ontario.
- Based out of Toronto, Ontario, Canada.
- Dedication to productivity improvement.
- Management of scorecard data.
- Frontline monitoring of customer service.
- Tracking of security evaluations.
- Maintaining a clear document control procedure.
- Tracking of observations & coaching/mentoring
- Auditing and analysing trends in consumables consumption.
- Compliance audits based on Corporate standards.
- On the ground reviews of operational compliances by the candidate and their staff and associated daily interaction with frontline staff on the lines.
- Quality related briefings to frontline staff.
- Tracking trends and graphing same.
- Reduce service failures.
- Support and participate in frontline supervision of staff with QOMs.
- Weekly client meetings.
- Manage emergency response documentation and awareness within Region.
- Other activities and projects as requested and required.
Staff Management
This position is responsible for a team of Quality Oversight Managers (QOMs) (3 to 10)
- Hiring, maintenance and scheduling of staff.
- Ensure staff attendance at outlying airport locations on a regular basis.
- Professional development, coaching and correction of QOM staff.
- Ensuring collection of required compliance data.
- Ensure a positive frontline interface and heighten customer service outputs of the team.
- Ensuring link between client data and GardaWorld data is present and accounted for in planning and proactive corrective action activities.
- Interpretation and communication of various sources of compliance data to frontline teams to encourage continual improvement.
Core Duties
This position is responsible for proactive determination of trending activities within the service offerings of GardaWorld. As such this position must:
- Manage multiple intersecting and disparate data sources to proactively address negative trends and build momentum on positive trends in a highly scrutinised and measured environment.
- Develop presentations, recommendations and action plans based upon trend analysis.
- Manage corrective action initiatives, supported by statistical analysis and documented evidence.
- Interface with and manage the relationship with the client’s quality control department to ensure alignment and mutual understanding of expectations.
- Interface and manage the relationship with Corporate, Regional Manager and General Managers to support their activities and empower teams.
- Provide regular updates pertaining to collected data and continual improvement activities to clients, senior management and other stakeholders.
- Communicate with, engage, and effectively manage an ongoing relationship with a large frontline management team (30 to 70 people).
- Setting a strategic plan based upon client expectations, internal contractual requirements and evolving challenges within the industry.
- Maintenance and upgrade of collected data through mobile interfaces (tablets).
- Monitor the effectiveness of implemented action plans by GardaWorld stakeholders.
Inherit Skills
The successful candidate will possess:
- 5 to 10 years’ experience in the field of Quality Assurance or Quality Control. Preference will be given to candidates who have operated within a service industry.
- Ongoing skills enhancement or a post secondary education in statistics, quality assurance or project management.
- A proven ability to manage teams in a multi-shift environment.
- A proven ability to drive continual improvement.
- A proven ability to interpret data, validate data and determine next steps based upon incoming data streams.
- A proven ability to work in a high stress environment and build relationships with disparate groups of stakeholders.
We thank all applicants for their interest in the position; however, we will communicate only with the selected candidates.
GardaWorld is an equal opportunity employer and applies Employment Equity.
For further information, or to apply, please click here |
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