Quality Assurance Officer

Job Purpose

Under the direct supervision of the Manager, Quality Assurance, the Quality Assurance Officer is responsible: 

• To conduct ongoing system maintenance, implementation, and effectiveness of the operation of the Quality Management System within the Jamaica Customs Agency (JCA). 
• To sustain and maintain the Quality Management System in line with the required ISO 9001:2015, accreditation requirements and business requirements across the Agency through existing and new procedures.  
• Coordinates, monitors, and reports on management reviews, audits and inspections. 
• To evaluate the implementation of recommendations to the ISO Quality Management System. 
• To ensure continued compliance with the stated standards and requirements of ISO.  
• To assist with embedding a culture of continuous improvement throughout the JCA. 
• To assist with raising overall organisational awareness of customer and regulatory requirements and their impact throughout the Agency. 

Key Responsibilities

Technical/Professional Responsibilities 

• Develop various reports, papers, and submissions for the Manager Quality Assurance & Director Planning & Research and for Certification Bodies. 
• Review systems to ensure that the inspections and survey methodologies have the capacity to provide the required results. 
• Assist with conducting Quality Management Systems training, process mapping, documentation and awareness sessions and participates in audits and management reviews to ensure continuous compliance and maintenance of the QMS.   
• Assist with conducting ISO Quality Systems Gap Audits as required. 
• Assist with the review of Gap Audit Reports. 
• Assist in coordinating internal ISO Quality Management Systems "Mock Audit" sessions within the Agency. 
• Provide technical advice, public outreach and training on the standards and certification protocols and related issues. 
• Provide technical advice to assist in the preparation of risk mitigation and non-conformity reports and recommend mitigative action. 
• Conduct root cause analyses and other problem-solving activities to identify effective corrective actions and process improvements. 
• Evaluate ISO Quality Systems Gap and Internal Audits. 
• Evaluate training and sensitization sessions conducted to ensure adherence to quality standards and specifications. 
• Assess documented procedures and process mapping flow charts for compliance with guidelines. 
• Maintain the audit nonconformity database and provides detailed analysis of non-conformities.  
• Review nonconformities for analysis and follow-up action. 
• Develop and maintain systems for the collection and analysis of statistical data established and revised, as necessary. 
• Develop, recommend, and monitor corrective and preventative actions. 
• Evaluate audit findings and implements appropriate corrective actions. 
• Monitor risk management activities. 
• Ensure ongoing compliance with the Quality Management System ISO 9001:2015 within the Agency. 
• Update professional and technical knowledge by attending educational workshops and seminars. 
• Produce written reports and makes presentations. 

Administrative Responsibilities 

• Monitor the standards, certification regulations, and guidelines and reports on findings and recommendations. 
• Participate in developing and reviewing new ISO QMS and certification protocols and developing the Division's corporate and operational plans and budgets. 
• Participate in the formulation and review of quality standards and processes. 
• Monitor the implementation of quality standards, systems and procedures and recommend changes where necessary to achieve desired results. 
• Represent the Agency at meetings, conferences and other functions as required. 
• Prepare weekly, monthly, quarterly, and annual reports. 

Customer Service Responsibilities 

• Maintain customer service principles, standards, and measurements. 
• Identify and incorporate the interests and needs of customers in business process design.   
• Ensure critical success factors are identified and meet expectations.  

Other Responsibilities  

• Perform all other duties and functions as may be required from time to time.????  
• May be required to provide witness statements, attend court proceedings, and give evidence.  
• Comply with Health and Safety policies. 

Required Competencies

Core 

• Ability to influence others and work independently. 
• Good interpersonal skills and customer service skills. 
• Excellent written and verbal communication and presentation skills. 
• Excellent time management, organisational and planning skills. 
• Strong detail orientation. 
• High level of integrity, professionalism, confidentiality, and ethics 
• Strong judgment, problem-solving, and decision-making skills 
• Good analytical and research skills. 
• Ability to manage multiple, high-priority assignments and meet firm deadlines. 
• Good team-building skills and the ability to interact effectively and professionally at all levels of the organisation (e.g., executives, managers, subject matter experts, peers, and support staff) 
• Good networking skills. 
• Ability to organise and coordinate workshops, conferences, and meetings. 

Technical 

• Proficiency in the use of contemporary computer-based applications. 
• Proficiency in writing technical reports. 
• Knowledge of certification and accreditation. 
• Experience in reviewing regulations and procedures for compliance. 
• Detailed understanding of ISO 9001:2015. 
• Sound knowledge of Customs Act and Regulations, Executive Agency Act and related legislation. 
• Sound knowledge of practices, procedures, and techniques involved in organisational assessment, planning, research, and decision-making. 

Minimum Required Education and Experience

• Bachelor's degree in Management, Public Sector Management, Business Administration, or any other relevant field  
• At least three (3) years of related experience. 
• Training in ISO Quality Management Systems and other relevant Quality Management Systems training. 
• Specialized training in Quality Assurance or demonstrated experience. 
• Auditing certification or demonstrated experience. 
• Project Management certification or demonstrated experience. 
• Specialized training in strategic planning and management. 

Special Conditions Associated with The Job

• Work will be conducted in various offices outfitted with standard office equipment and specialised software.  
• Involves working in a fast-paced environment with ongoing interactions with critical stakeholders. 
• A fair degree of travelling is required (>30periodicallysis to represent JCA on matters locally and internationally. 
• Maybe required to visit vendor sites for audits, inspections etc.  
• Extended periods of sitting around a computer