Quality Analyst

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance program (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Airport Operations Control, this position is responsible for monitoring quality, reporting trends in productivity, performance, customer service, dispatch, effectiveness and efficiency of the Airport Operations Control team. Maintaining data, identifying key areas for improvement based on the Key Performance Indicators, identifying benchmarks and goals for the Operations Control Specialists and reporting the results.

As a Quality Analyst, you will:

• Monitor quality, and report trends in productivity, performance, customer service, dispatch, effectiveness and efficiency of the Airport Operations personnel using the various systems established in the AOC.
• Provide administrative system support for primary AOC systems to enable the AOC team to implement, operate and mature them successfully.
• Develop, coordinate, and deliver refresher and recurring/regulatory training to Airport Operations personnel.
• Ensure audits are conducted monthly and findings from those audits are reflected in recurrent training and SOP changes. Support the development of new training programs for the AOC and perform system end user training.
• Document new and modifications to existing policies, procedures, and job aids.
• Recommend areas for improvement to alleviate or resolve weaknesses based on data analysis.
• Execute the AOC Quality Assurance Plan by performing audits and reporting findings.
• Provide immediate coaching on an ongoing basis, on-the-job training and guidance as new processes are being implemented within the AOC or existing processes are modified.
• Identify benchmarks and goals, and report the results.
• Prepare and identify training requirements and make recommendations to alleviate or resolve weaknesses based on data analysis.
• Act as a liaison between Airport Operations Control and internal departments.
• Maintain training records for the Operations Control Team.
• Highlight areas for continual improvement.
• Develop key strategic relationships with internal stakeholders.
• Liaise with other GTAA departments to ensure that AOC processes and procedures align with the expectations of the AOC.
• Maintain full qualification of AOC operational positions by working 1 shift a month in the live environment for the purpose of conducting initial and recurrent training and being a subject matter expert.

This unionized position has an hourly wage range of $34.63, based on a 37.5-hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A written test will be administered as a part of the competitive process.

Candidates with relevant external experience must provide references with their applications in order to confirm this experience.

This is the role for you, if you have:

• Minimum of 5 years’ experience within airport operations.
• Minimum 2 year post-secondary diploma or an acceptable combination of education and/or experience.
• Recent and relevant experience in the last 2 years as a Specialist, Airport Operations Control.
• Minimum 3-5 years' experience within a call/control center environment.
• Experience with documentation and record keeping.
• Experience with the systems used by the AOC team for monitoring the Day of Operation.
• Ability to obtain and retain a Transportation Security Clearance.

Knowledge and skills you bring, that set you up for success:

• Ability to learn new procedures and software applications reasonably quickly.
• Ability to prepare and deliver group presentations.
• Knowledge of and/or ability to learn the GTAA Organizational Structure.
• Knowledge of and/or ability to learn the GTAA Operations processes, procedures and systems.
• Ability to analyze data, and submit a report with recommendations for areas of continuous improvement.
• Proficiency in using online data storage such as SharePoint.
• Strong problem-solving and analytical skills and sound judgment in a customer-centric environment.
• Strong customer service and interpersonal skills.
• Class G Provincial Driver’s License and AVOP.
• Ability to identify areas of improvement, recommend courses of action and make process improvements.
• Ability to think strategically and evaluate current processes and tools against departmental objectives and make recommendations.
• Ability to build and develop key strategic relationships internally with various departments of the GTAA.
• Ability to communicate effectively in writing and orally.
• Ability to understand the relationship between Terminal Operations and Airside Operations and the impact they have on each other, and be able to recommend or modify the AOC procedures to support the overall Airport Operation with minimal supervision.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.