Director, Quality Assurance & Continuous Improvement
Job Description
Description
Director, Quality Assurance & Continuous Improvement
Markham, ON, Canada and 1 more
Job Description
Who We Are
BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at .
SUMMARY
The Director, Quality Assurance & Continuous Improvement is responsible for developing and overseeing an enterprise-wide Quality Management System (QMS) that ensures consistent, client-focused service delivery across all product lines (e.g., maintenance, cleaning, security, catering). This includes defining performance standards, managing contractual SLAs, administering the QMS technology platform (Intelex), and leading continuous improvement. By managing ISO certifications (including both internal and external audits) and integrating data-driven insights, the Director, Quality ensures compliance with industry standards and delivers measurable service excellence to clients.
KEY DUTIES & RESPONSIBILITIES
- Establish and maintain a robust QMS for all product lines, aligning with organizational goals and client requirements.
- Integrate data analysis and reporting into QMS processes, leveraging quantitative insights to measure adherence to quality standards and highlight improvement areas.
- Manage ISO certifications, including planning, conducting, and following up on internal audits, as well as preparing for and overseeing external ISO audits (e.g., ISO 9001, ISO 41001).
- Oversee non-conformance management (root cause analysis, corrective actions, and preventive measures), sharing lessons learned to enhance quality practices.
Performance Management & SLA Tracking
- Partner with product line leads to co-develop key performance metrics and service-level scorecards, ensuring they align with client requirements.
- Embed data-driven insights to monitor SLA performance, identify trends, and recommend corrective measures as needed.
- Provide regular performance reports (including SLA compliance and quality metrics) to senior leadership and clients, maintaining transparency on progress and areas for improvement.
QMS Technology Platform (Intelex) Administration
- Administer Intelex, the QMS technology platform, acting as the go-to contact for user support, system governance, and ongoing enhancements.
- Manage setup of new contracts within Intellex, configuring SLA metrics, reporting dashboards, and automated workflows.
- Coordinate with IT and vendor partners to implement system updates and functionality enhancements, ensuring optimal performance and data integrity.
- Champion a formal continuous improvement (CI) program, leveraging methodologies (e.g., Lean, Six Sigma) to enhance processes and service quality.
- Work with cross-functional teams to pinpoint root causes of performance issues, develop solutions, and track improvements using defined KPIs.
- Foster a culture of innovation, celebrating effective CI projects and encouraging knowledge-sharing of proven practices across the organization.
Collaboration & Stakeholder Engagement
- Act as the primary liaison for quality matters, collaborating with product line leads, operations,
Company
BGIS Global Integrated Solutions Limited
Location
Markham
Country
Canada
Salary
125.000
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