Job Information
Serco Service Quality Analyst- Term- Kitchener, Waterrloo and Barrie in Ontario
Position Description
If you seek a rewarding, and challenging position, Serco has a great opportunity for you! This position will be on a dynamic team, supporting Serco Employment Services.
Purpose of the Job:
To support the Serco Canada Business Unit through:
Undertaking various projects and support activities for the department, and to assist in the development and implementation of process improvements.
Assisting the Customer Feedback Department by responding to and/or logging customer complaints and enquiries.
Undertaking process audits to promote excellence in service delivery through the identification of areas requiring corrective actions and the identification of best practices.
Participating in Performance Improvement Team (PIT) visits to drive business performance improvements.
Primary Duties and Responsibilities:
Prepare the monthly Quality Management System (QMS) report for submission to the Quality Director and Managing Director, Employment Services within 3 business days of month commencement.
Correspond with the Lead Auditor to ensure that audit findings are accurately reported in a timely fashion and that any non-conformances, corrective actions and timeframes are agreed upon with auditees and recorded.
Ensure that concise and objective audit reports are created and logged into an electronic database in a timely manner.
Gather and organize statistical quality data, identify trends and process variations relevant to KPI’s.
Identify opportunities for improvements, discuss with the Lean leader and facilitate Kaizen events.
Assist in implementation of Lean management initiatives.
Developing and measuring standard metrics, diagramming the value stream, including inputs and outputs, of a business process to identify the non-value added activities and unnecessary complexity within business processes.
Monitoring the new process to ensure it works as intended. Prepare the reports and statistics, work with front-line staff and key business stakeholders to identify improvement opportunities and training/coaching employees on the new lean initiatives.
Participate in periodic program review meetings with the QA & Analytics dept management.
Participate in the administration of departmental activities.
Identify opportunities and make recommendations to the QA & Analytics dept management for continuous improvements to employment service delivery.
Implement programs by providing related services, administration of programs, and compliance.
Develops instructions and guidelines to perform department or professional functions.
Works under minimal supervision and may be required to periodically work away from home.
Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
Ensure all assigned deliverables and other reports are completed accurately and on time.
Visibly demonstrate Serco Values and work practices while completing duties.
Other related duties relevant to this position as may be required.
This is a “term” position. Your employment will commence upon completion of background checks and the agreed upon start date. The position is anticipated to last for a term of six (12) months with the possibility of an extension.
Qualifications
Education/Certifications:
- Post Secondary Degree
Knowledge and Experieince:
2 years of experience in a Quality assurance Environment.
Has high level of knowledge of commonly-used concepts, practices, and procedures within a particular field.
Possesses comprehensive knowledge of subject matter.
Primary job functions requires exercising independent judgment.
Possession of a valid Driver’s License and access to a vehicle.
Skills/Competencies:
Effective communication skills and ability to work cross functionally within the organization.
Excellent writing skills.
Excellent collaborative, organizational, and teamwork skills.
Proficient in the use of Microsoft Office, including Visio, Word, Excel, Outlook, and PowerPoint
Strong degree of integrity and judgment.
Willing to take ownership for the outcomes of tasks within scope of responsibility.
Strong planning, coordination, execution and analytical skills.
Proven ability to meet deadlines and changing priorities.
Health & Safety, Environmental:
- Ensure compliance with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, and quality.
Other:
- Performs other tasks as assigned.
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see ourApplicant Privacy Policy and Notice (https://www.serco.com/na/privacy-policy) .
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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ID 66127
Recruiting Location : Location CA-ON-
Category Customer Service
Position Type Temporary/Term Full-Time
Security Clearance Other
Clearance Details Criminal Record Check (CPIC)
Telework Yes - May Consider Occasional/Part Time Teleworking for this position