Quality Oversight Officer

6 months ago

Ottawa, Canada GardaWorld Full time

**Key Responsibilities**
- 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

**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

**Competencies**
- **Informing**:Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information
- ** Managerial Courage
- **Doesn't hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
- ** Composure - **Composure Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
- ** Conflict Management - **Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
- ** Fairness - **Acts equitably and fairly; has candid discussions; doesn't have hidden agenda; doesn't give preferential treatment.
- ** Process Management** - **Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

**Working Conditions**
- Travel within Canada may be required on occasion.
- Physical requirements include but are not limited to - standing, lifting, sitting for prolonged periods, extensive use of a computer/electronic device.
- Ability to mentally focus and concentrate for prolonged periods.
- Ability to facilitate in person sessions that requires standing, sitting, walking, speaking, and directing participation of small (3 to 4 people) to large (20 to 50 people) groups during regular business hours over multiple days.
- Exposed to sounds and noise levels that are distracting or uncomfortable.
- Work near others. Will share the same workspace and work with people from varying organizational levels, divisions, departments and geographical locations.
- No set permanent schedule - may need to work or travel outside of regular work hours based on operational need.
- Overtime can be controlled but may be required dependent on program needs.
- Works with little to no dir

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