Advisor, Quality and Continuous Improvement

JOB SUMMARY

The mandate of the Safety, Compliance, Training and Development Service is to provide training and development, safety and compliance, and quality and continuous improvement of bus, para transit and light rail services. Services and programs include appropriate safety and job training for transit employees, and the compliance, development and implementation of safety standards to protect the general public.

You are responsible for providing advice, across the department, on service excellence, best practices, quality processes, and continuous improvement matters, and serve as the departmental representative for corporate initiatives, such as the corporate service excellence program. You identify, design and monitor quality procedures; develop and conduct audits for compliance, consistency in product and service standards, and operations systems; and manage/maintain a virtual library of all departmental Standard Operating Procedures (SOP).

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in Business Administration, Public Administration or other related field with a focus on Change Management, Quality Assurance and Process Improvement Methods and Techniques.

Minimum of 5 years of relevant practical experience analyzing quality in an ISO or equivalent quality standard within a transportation or public service sector.

Experience in leading process improvement teams is preferred, with exposure to operational process control (5S, 6 Sigma, etc.).

CERTIFICATIONS AND LICENCES

KNOWLEDGE

• General knowledge of corporate/departmental/branch policies and procedures
• Understanding of organizational development principles and practices in a unionized environment
• General knowledge of the public transportation or transit industry
• Working knowledge and understanding of process improvement methods/techniques (5S, 6 Sigma, etc.)
• Understanding of automated quality assurance systems
• Strong knowledge of audit planning, and process improvement methods and techniques
• Knowledge of performance improvement plans, statistical methods related to quality tracking and reporting
• Understanding of facilitation processes and managing groups
• Knowledge of project management and organization
• Knowledge of related software and information systems (database management tools, SAP, maintenance management information systems, Project management)
• Knowledge of applicable health and safety legislation, including the rights and duties of workers

COMPETENCIES, SKILLS AND ABILITIES

• Able to work independently, with minimum supervision, and collaboratively with all staff in a multidisciplinary team environment
• Possess organizational skills and flexibility to plan, initiate, organize and prioritize own work and to deal effectively with multiple demands, conflicting priorities, pressures and tight deadlines
• Possess project management skills to lead, motivate, initiate, analyze, plan, organize and facilitate change
• Possess strong analytical and problem solving skills and the ability to make decisions where precedent is not usually available
• Able to make judgements on the analysis/interpretation of data, make decisions, solve problems and formulate recommendations
• Possess consultative, collaboration and facilitation skills to build strong working relationships with internal and external stakeholders and
• Possess computer literacy in MS Office Suite in a Windows environment
• Possess effective written, verbal and interpersonal communication skills
• Possess skills to negotiate, mediate and manage conflict , to communicate complex information and influence and convince others to adopt courses of actions they might not otherwise wish to take
• Able to think analytically, and concentrate/focus on accuracy and detail
• Flexible and adaptable
• Possess strong leadership skills and good judgement
• Energetic, dedicated, cooperative
• Possess initiative and creativity
• Customer service oriented, able to demonstrate tact and diplomacy
• Possess a work record of good attendance and job performance