Quality Specialist

Any, United StatesOn-SiteFull-timePosted 13h ago

Job description

Job Overview

The Quality Specialist supports Gateway’s Quality Management System and Quality Audit Program across its Care Centers. The role conducts objective audits, identifies risks and recurring issues, documents findings, and verifies that corrective actions address the underlying problem. Working with Operations, Health and Safety, and other partners, the Specialist helps strengthen consistent, respectful pet aftercare, safe practices, service quality, and compliance with Gateway standards and applicable requirements.

Duties & Responsibilities

Plan and conduct routine, targeted, follow-up, and management-requested audits against approved criteria and schedules, including randomized camera reviews using Mitti.
Observe and assess Care Center processes, documentation, service practices, and controls; record accurate, evidence-based findings and examples of effective practice.
Evaluate adherence to Gateway policies and procedures, quality and safety expectations, and applicable regulatory requirements; refer specialized regulatory or safety questions to the appropriate owner.
Review customer feedback and complaints for patterns that may indicate quality or operational risk; coordinate with the responsible teams on investigation and follow-up.
Communicate findings promptly and clearly to operational leaders, with the risk, evidence, required action, owner, and due date documented.
Review corrective action plans for a clear response to the finding and its root cause; track completion, conduct follow-up checks, and verify effectiveness.
Escalate serious, repeat, unresolved, or overdue findings through the established process and support leaders in addressing systemic issues.
Partner with Care Center Managers, Regional Managers, Managing Directors, Operations, and Health and Safety to improve processes, share effective practices, and recognize strong quality performance.
Maintain audit tools, checklists, records, and documentation in Mitti and other approved systems; support consistent audit methods and record quality.
Monitor audit completion, finding trends, corrective action timeliness, repeat issues, and other quality measures; prepare clear summaries and recommendations for leadership.
Support the development and maintenance of Power BI quality reporting and help leaders use the results to prioritize action.
Support complaint analysis, quality projects, operational reviews, and Code Blue training for operational managers and team members, as directed by the Director, Quality.
Help prepare for customer, partner, regulatory, and third-party audits, including document retrieval, coordination, responses, and corrective action follow-up.

Education, Training & Qualifications

Bachelor’s degree in business administration, quality management, healthcare administration, operations management, or a related field preferred; an equivalent combination of education and relevant experience will be considered.
Three to five years of experience in quality assurance, auditing, compliance, operations, or a related field, including experience conducting and documenting audits.
Quality certifications such as Certified Quality Auditor, Certified Manager of Quality or Organizational Excellence, Lean Six Sigma Green Belt, or ISO 9001 Internal Auditor are assets.

Skills & Abilities

Working knowledge of quality management systems, audit methods, risk assessment, root-cause analysis, and corrective action processes.
Ability to interpret policies and standards, assess operational evidence objectively, identify patterns, and recommend practical improvements.
Clear written and verbal communication, sound judgment, attention to detail, and the ability to manage multiple reviews and deadlines.
Ability to build productive relationships with operational leaders while maintaining independence and professionalism in audit findings.
Proficiency with Microsoft Office, particularly Excel, Word, and PowerPoint; experience with Mitti or similar audit software and Power BI or similar reporting tools is an asset.

Working Conditions

The role includes regular computer-based work and may require extended periods of sitting.
Travel to Care Centers and other Gateway locations may be required for approximately 25% of the month, with additional travel at times to support quality initiatives, meetings, or projects.
Site visits may involve active operational environments and require compliance with applicable site safety procedures and personal protective equipment requirements.

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About the company

Gateway Services Inc.

Gateway Services Inc. is a company that provides various services.

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Industry: Services
Open roles: 36