New Posting - GardaWorld

Quality Oversight Managers, Full-Time - YOW (Ottawa) Job
GardaWorld 

 - Ottawa, ON

RAISING THE BAR: Come build your career at GardaWorld! With more than 45,000 professionals globally, clients count on us to help them proceed in business and in life with confidence. Our commitment to place integrity first, aspire to higher standards, develop innovative solutions, and provide customer value continues to differentiate us. We are one of the most trusted consulting, investigation and security firms in the world, with operations across Canada and the United States, Latin America, Europe, the Middle East, Africa, and Asia. 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 Quality Oversight Manager (QOM). Reporting to the Regional Quality Assurance Manager (RQAM), The Quality Oversight Manager (QOM) is responsible for the overall management of the frontline collection of compliance data and customer service interface with internal and external stakeholders in the Central Region. Under client contract, this position includes: * Some travelling within Canada and extensive travel opportunities within Ontario. * Based out of Ottawa, Ontario. * Dedication to productivity improvement. * Daily interactions with frontline stakeholders * Support and effect frontline coaching and mentoring. * Support the reduction of failures to client standards * Weekly quality briefings with direct report (RQAM) * Report on sport checks of bulletin and briefing content. (Knowledge Checks) * Coaching, counselling and correcting of frontline personnel * Airport audits in region * Consumables audits * Tracking of compliance and evaluation data * Dedication to process improvement * Awareness activities (ex. Emergency Manual) * Use to tablets for data collection Staff Management This position is responsible for the oversight of all frontline staff within their bases but has no direct reports. The activities herein include: * Providing positive feedback to frontline personnel, particularly as it concerns oversight checklists. * Coaching and correcting frontline personnel. * Providing a positive on-floor presence within the airport. * Providing a positive customer service example to frontline personnel. Core Duties * Remain on floor for 85% of allocated shift time providing oversight, coaching, mentoring and correction to frontline staff. (Coach, mentor, correct & foster quality teamwork.) * Liaise with Screening officers, Managers, CATSA and other employees to ensure quality service * Positively respond to questions and concerns * Provide feedback in a positive manner. * Intervene immediately if a noncompliance is noted. * Promote quality standards of professionalism within the Screening Officer population * Record oversight compliance data while on the floor. (Measure and evaluate quality of services in all airports in the Region * Meet data collection targets as stipulated by the RQAM. (Align activities in support of the RQAM.* Track and complete required quality reports) * Monitor and adjust implemented actions to correct and/or improve performance * Execute knowledge checks with frontline personnel to ensure effective communication of client requirements. * 10% of time will be allocated to administration and management of special projects such as the support of document control activities or Emergency Procedures. * Execute audits within the region as per Corporate training and guidelines. * Attend professional development sessions and meetings with Corporate and RQAM as required. Apply skills used therein transmitted. * Support and participate in investigations relating to service failures. * Maintain an intimate awareness of CATSA Standard Operating Procedures and performance updates. * Coordinate and execute quality training sessions. * Add a quality focus to briefings and other communications with personnel. * Ensure all quality documents are filed, saved, organized and identifiable.* Ensure document compliance in accordance with CATSA expectations. * Execute audits as assigned. Inherent Skills This position deals with confidential information and directly impacts Canada’s National Security, the candidate’s ability to remain discrete with gained information and refrain from transmitting known information in an unauthorised manner is vital. The candidate will operate to the highest ethical standards. The candidate must be able to obtain a Secret level government clearance. This position requires the following soft skills: * Ability to use current technology to execute day to day duties. * Ability to interact with people in high tension environments in a positive way. * Ability to interact with people in a performance correction environment in a manner to gain correction and imbue a positive experience. * Ability to link performed skills to written Standard Operating Procedures. 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