Job description

Keolis provides mobility to over 3.4 billion passengers a year in 15 countries, operating every mode from commuter trains and automated metros to shared bicycles. The almost 1,000 employees of Keolis Canada operate light rail vehicles, urban buses, intercity coaches and airport shuttles. For over 12 million passengers a year, they make reaching their destination a safe, reliable and pleasant experience.

Reporting directly to the General Manager of Keolis Grand River (KGR), the Quality Assurance Manager contributes to the Region of Waterloo’s successful ION Light Rail Transit (LRT) system by being responsible for providing advice on best practices, quality processes and continuous improvement, in the context of Keolis Quality Assurance policies and KGR contractual requirements.

The incumbent designs and monitors quality procedures, develops and conducts audits for compliance and consistency, and manages/maintains a virtual library of all Standard Operating Procedures (SOPs), and associated Plans, and Company Documents relating to Quality Assurance and Quality Control..

Knowledge and Skills:

• University degree in Business Administration, Public Administration or other applicable degree program, with a focus on change management, quality assurance and process improvement methods and techniques
• Good knowledge and understanding of process improvement methods/techniques (Lean, 5S, Six Sigma, etc.)

• Strong knowledge of audit planning & Performance improvement plans
• Strong consultative, collaboration and facilitation skills to build strong working relationships
• Negotiation, mediation and conflict management skills to tactfully influence and convince
• Organizational and management skills to lead, motivate, initiate and facilitate change

• Effective written, verbal and interpersonal communication skills
• Statistical methods related to quality tracking and reporting

• Strong analytical and problem-solving skills and ability to make decisions / recommendations where precedent may not be available
• Understanding of automated quality assurance systems

• Able to work independently and collaboratively in a multidisciplinary team environment

• Knowledge of applicable health and safety legislation, including workers’ rights and duties

Experience:

• Minimum 5 years of relevant practical experience analyzing quality in an ISO or equivalent quality standard, preferably in the transportation sector
• Experience in leading process improvement teams and exposure to operational process mapping and control (Lean, 5S, Six Sigma, etc.)
• Facilitation processes and managing groups
• Project management and organization
• Related software and information systems (database management tools, maintenance management information systems, project management)
• Qualification or certification in a recognized quality management system
• CRSP or CHSC qualification an asset
• CHRP/CHRL or an accredited coaching certificate may also be an asset

Key Accountabilities

Subject matter expertise on quality processes and continuous improvement:

• Provide advice and guidance on best practices, remaining aware of trends and developments in the transit industry and maintaining an understanding of corporate direction and contractual requirements
• Identify and recommend quality and process improvement strategies and initiatives, and provide input to the review and development of related policies and procedures
• Establish and maintain collaborative working relationships across KGR and with all relevant stakeholders, including contractors, as a change agent to promote quality programs and instil a quality culture
• Work with staff across KGR to enable them to implement, monitor, achieve and report on quality standards, and to incorporate quality and continuous improvement processes in their day-to-day activities
• Evaluate and analyze process failures and identify related process improvements
• Document quality assurance processes and procedures and identify training/refresher training for staff
• May be required to supervise Quality Control Specialists hired for specific projects

Design and monitoring of quality procedures, and conduct of audits:

• Organize, coordinate, promote and lead discussions, activities and opportunities with both internal and external stakeholders and partners for the development, implementation and evaluation of quality process initiatives, for the deployment of best practices, procedures, strategies, methodologies and projects, and for quality integration and improvements
• Develop and conduct recurrent checks and audits of compliance and consistency in product and service standards and operating systems
• Guide the establishment of and track metrics and measurements to ensure procedure adherence and tie compliance to individual performance reviews
• Identify and document business process gaps; perform gap analysis; propose, initiate and follow up with regard to corrective actions as part of an integrated management system

Management and maintenance of accessible virtual library of all standard operating procedures (SOPs):

• Develop and maintain a comprehensive understanding of KGR business processes, current and future requirements and work closely with business process owners to exchange information on current and best practices and changing business requirements and corresponding SOP requirements
• Handle day-to-day, monthly and contractual correspondence with the client and ensure that all quality-related documents are in compliance.
• Function as the editor for all procedures, writing, amending or updating them as required
• Ensure that the central virtual library is up-to-date at all times with the SOPs, and function as the main conduit/custodian for SOP information
• Publish, communicate and disseminate all relevant SOP information
• Other tasks as assigned

Working Conditions:

• Ability to lead meetings and make presentations
• Ability to make field visits
• Ability to lift up to 20 pounds
• Manual dexterity required to use phone, computer and peripherals overtime as required