Job Description

About CertisWe are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thrive.We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make our world safer, smarter and better.Life at CertisIf you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a \'job\', we would love to hear from you.At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you\'re looking to improve a process, or have an innovative idea awaiting a technology solution, we want you to bring your ideas to the table.We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow - the perfect place for you to grow your career!Duties & ResponsibilitiesPosition Overview:
You will supervise Quality Learning Centre Operators and Quality Service Supervisors, ensuring the standards of the Quality Management & Training Office are upheld, and oversee the creation of training programs, quality assurance efforts, and continuous improvement initiatives.Key Responsibilities:
Training & Development:

• Ensure the highest standards and consistently deliver top-quality service to our clients.
• Collaborate with subject matter experts to create training materials, manuals, and multimedia resources.
• Develop quality control measures to the best practices and regulatory requirements.
• Conduct training sessions for security personnel, covering topics such as security protocols, emergency response, customer service, and use of security equipment.
• Monitor and evaluate the effectiveness of training sessions, making adjustments as necessary.
• Provide feedback and coaching to security personnel to enhance their performance.

Quality Assurance:

• Establish and maintain quality assurance processes to assess the current processes
• Ensure the highest standards and consistently deliver top-quality service to our clients.
• Conduct regular audits and inspections to ensure compliance with security protocols and procedures.
• Identify areas for improvement and implement corrective actions.
• Coordinate all operations matter with stakeholders

Documentation and Reporting:

• Maintain accurate records of all administrative, IT-related matters and all red teaming records
• Generate reports on training effectiveness, compliance, and quality assurance findings.
• Communicate findings and recommendations to senior management.

Continuous Improvement:

• Stay updated on industry trends, emerging security technologies, and regulatory changes.
• Proactively identify opportunities for process improvements and training enhancements.
• Lead initiatives to enhance the overall quality and efficiency of department operations.

Skills & Experience

• Bachelor\'s degree in a related field (e.g., security management, criminal justice, or education) preferred.
• At least 3 years of Lean Six Sigma experience with hands-on experience in implementations, coaching and mentoring.
• Possesses functional knowledge and management experience with quality, customer satisfaction systems and processes
• Experience with developing and implementing quality data collection and reporting procedures
• Possesses abilities to influence, negotiate, and resolve conflicts to reach consensus around common goals
• Strong communication and interpersonal skills.
• Excellent organizational and project management abilities.
• Attention to detail and a commitment to quality.

Recognition & RewardWhat you can expect from us:

• Work on world-class security projects renowned for their safety, reliability and efficiency
• Commitment to your ongoing development, including on-the-job opportunities, formal programs and assistance with further education
• Community volunteering opportunities
• A competitive remuneration package, featuring performance-based incentives and a medical insurance and dental allowance.

Certis is committed to fostering an inclusive and diverse workforce culture, which is supported by our values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce.

Certis Group