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National Quality Assurance Manager Etobicoke Competitive

National Quality Assurance Manager

Location: Etobicoke |
Salary: Competitive |
Posted: 4 Nov 2020 |
Closes: 4 Dec 2020 |
Job Type: Permanent & Full-time |
Business Unit: Canada |
Region / Division: Americas |
Reference: G4S/TP/2239755/200249

National Quality Assurance Manager

Job Introduction:

This position description assumes that the individual has satisfied all basic requirements for employment by G4S Secure Solutions Canada, including, but not limited to: background check, drug screening, minimum age, and minimum education (high school diploma or foreign equivalency, or earned GED). Additionally, this job description in no way states or implies that these are the only duties to be performed by this employee. The individual in this position is required to follow any other instructions and perform ad hoc duties as required.

Role Responsibility:

Duties include responsibilities to G4S and also to the G4S Customer account

  • Work closely with  Customer Account Manager in the day to day operations of the account to ensure quality of service, timely reporting and issues resolution, with focus on meeting Service Level Requirements and reducing financial penalties 

  • Works closely with all G4S Branch Operations to:

    • Ensure compliance to guard level requirements including:

      • Meeting screening requirements

      • Meeting training requirements

    • Communicate all vendor feedbacks to the appropriate Branch for resolution

    • Manage incidents in the field to ensure timely reporting and appropriate action is taken

    • Adhere to Service Level requirements of the Contract 

    • Support the Branch in developing penalty reduction strategies

  • Assess and optimize processes and procedures relating to service delivery (e.g. implementing a proper reporting process for incident management)

  • Work closely with customer Coordinators and Corporate Site Supervisors for quality assurance 


Responsibilities to the customer

  • Work closely with all Crime Prevention Specialists to manage incidents including

    • Submitting incident/occurrence reports in a timely manner

    • Responding as appropriate to live incidents 

  • Respond to all Vendor Feedback notifications 

  • Report on all Vendor Feedback resolutions 

  • Chair Weekly Operations Meeting 

    • Take minutes

    • Communicate action items and client issues to internal G4S Team


The Ideal Candidate:


  • Highly organized

  • Strong verbal and written communication skills

  • Analytical and strategic thinker

  • Well developed interpersonal skills

About the Company:

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.

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