Quality Oversight Officer - YOW

The Quality Oversight Officer (QOO) 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, the Quality Oversight Officer works closely with the frontline and administrative teams to ensure all continuous improvement objectives are met through a combination of oversight and internal audits. The Quality Oversight Officer (QOO) is considered a subject matter expert of the Standard Operating Procedures and the Internal Business Management System.

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 direct supervision on routine tasks.