The role of the Quality Assurance Controller (Facilities) will establish an organisational service excellence framework that will support the departments Quality
Management Systems (QMS) in the respective department. In conjunction with the management, set, maintain and continually improve an auditing system that manages and reduces the risk profile of the department and external providers by performing audits, inspections, and risk assessments.
In this role, you will be responsible for:
Auditing:
Conduct internal and external audits and performance reviews to ensure Quality, policies, systems and procedures are implemented and routinely followed. This includes timely planning, executing, and submissions of audit and nonconformities reports, effective implementation of corrective / preventive actions and on time completions of the audit cycles. Provide support and guidance to line departments on all matters related to external and internal audits.
Quality Assurance & Compliance Management System:
Maintain a Quality Management System for the department. Implement and maintain an effective document and record management system as per certification requirements.
Business Excellence:
Work under QAM management directives in establishing a service excellence framework. Develop an implementation plan for systematic deployment of approaches in liaison with relevant business units.
Analyse the scope, trends and targets of business results achieved and link them with approaches in order to always benchmark with industry best-in class standards. Ensure that the department complies with quality and industry regulatory requirements, by reviewing key performance indicators related to QMS with respective line managers.
Business Continuity & Accident Response Planning:
Work along with QAM and Group Safety, in establishing a service excellence framework that will support the departments Business Continuity Planning (BCPs). Develop an implementation plan for systematic deployment of approaches in liaison with the department. Undertake periodic testing of the departments readiness in managing medium to severe impact operational risks. Prepare and analyse the results of all tests and prepare a report card of the results with recommendations to improve responsiveness.
Risk Assessment:
Implement and manage Risk Management system, advising and guiding line departments to reduce risk and manage operations efficiently and in compliance with workplace QMS issues. Undertake scheduled reviews to assess and review the department’s business and safety risks. Ensure that risk reports are completed and that their findings and as necessary any proactive / reactive corrective measures are introduced to manage the risk level. Facilitate and lead line departments in assessing risks for the operations. Liaise with internal & external operators to ensure quality standards are proactively managed.
Customer Relationship Management:
Coordinate with business units and external providers in planning and executing second party audits in order to measure conformance to contractual obligations and promote customer satisfaction. Work with line and customer support departments to ensure timely corrective action is taken on audit findings. Facilitate guidance and support to QAM in administrating customer feedback and response system.
Training:
In conjunction with key stakeholders, design, deliver and facilitate training programs, seminars, sessions and/or workshops on subjects related to Quality. Identify training needs and carry out research for information in support of developing tools, techniques and recommendations of new training programs or to modify and improve existing programs so that the risk frequency is reduced and mitigated.
Continual Improvement:
Advise QAM on areas for continual improvement by collating findings of benchmarking, internal / external / spot / mystery shopping audits and customer feedback. Work closely with QASM in executing improvement initiatives identified by QA management. Support line management in implementing these initiatives within agreed timelines.
