Director – Quality Assurance & Continuous Improvement

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 www.bgis.com. 

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  

QMS Development & Leadership

• 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.

Continuous Improvement Framework

• 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, account managers, and client representatives to ensure alignment on service delivery goals.
• Proactively communicate audit findings, non-conformance resolutions, and CI outcomes, promoting transparency and collective accountability.
• Facilitate stakeholder meetings to review quality metrics, address concerns, and refine strategies for ongoing enhancement.

Leadership & Team Development

• Build, lead, and mentor a high-performing quality team, setting clear expectations and providing professional development opportunities.
• Promote quality awareness and embed QMS best practices throughout the organization, ensuring employees understand and adopt their roles in delivering superior services.
• Cultivate a culture of accountability, learning, and improvement, encouraging open communication, feedback, and recognition of achievements.

KNOWLEDGE & SKILLS 

Education:

• Bachelor’s degree in engineering, Facilities Management, Business, or related field (Master’s/MBA is a plus).
• Professional certifications in Quality Management (e.g., ISO 9001 Lead Auditor, Six Sigma, Lean) are strongly preferred.

Experience:

• 10+ years of progressive experience in quality assurance, quality management, or continuous improvement, ideally within facilities management or a related service-oriented sector.
• Demonstrated success in establishing and operating a QMS, managing ISO certifications (including audit processes), and achieving SLA commitments.
• Experience with QMS technology platforms (e.g., Intellex), including governance, user adoption, and platform optimization.
  • Familiarity with IFM services, operational workflows, and contract-driven SLAs.

Technical & Industry Knowledge:

• Proficiency with ISO standards (ISO 9001, ISO 41001) and broader quality management best practices.
• Solid data analytics and reporting acumen, enabling evidence-based decision-making and goal setting.

Leadership & Communication:

• Outstanding interpersonal and communication skills with the ability to influence senior stakeholders and executive leadership.
• Experience building and leading diverse, high-performing teams.
• Strong presentation, negotiation, and conflict-resolution abilities.

Key Competencies

• Strategic Thinking: Sets a clear quality vision, leveraging data insights to shape QMS objectives and align them with business priorities.
• Collaboration & Influence: Skilled in uniting cross-functional teams, securing consensus for QMS initiatives, and driving a culture of quality.
• Client-Centric Focus: Committed to surpassing client expectations, translating SLA obligations into actionable, measurable outcomes.
• Audit & Compliance Management: Oversees internal/external audits and maintains ISO certifications, ensuring continuous compliance and swift corrective action.
• Technology Proficiency: Expertise in administering and enhancing QMS platforms (e.g., Intellex), ensuring strong functionality and user acceptance.
• Leadership & Team Building: Cultivates a performance-driven environment, fostering professional growth, accountability, and collaborative problem-solving.
  • QMS Adoption & ISO Compliance: Organization-wide usage of QMS protocols, satisfactory audit outcomes, and timely closure of non-conformities.

Performance Indicators

• SLA Achievement & Client Satisfaction: Consistent attainment or surpassing of SLA commitments, verified by positive client feedback and satisfaction metrics.
• Intellex Platform Utilization: High user adoption, minimal technical issues, efficient contract onboarding, and ongoing platform improvements.
• Continuous Improvement ROI: Tangible gains in service quality, operational efficiency, and cost savings from CI projects.
• Data-Driven Decision-Making: Measurable impact of quality insights in guiding leadership decisions and operational enhancements.
• Team Engagement & Capability: Evidence of skill development, low turnover, and strong collaboration within the quality function and across departments.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success! 
 

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. 

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