The
Quality Systems Specialist maintains and continuously improves the company's Quality & Environmental Management System (QMS/EMS) in alignment with standards such as ISO 9001 and ISO 14001.
Beyond these core QMS/EMS duties, the role serves as the key owner of the customer complaint handling process, ensuring complaints are logged, investigated, and resolved effectively and on time through appropriate root cause analysis and corrective/preventive actions.
This role also drives continual improvement by monitoring quality-related KPIs and collaborating with process owners across departments to ensure performance is reviewed and aligned with business and customer expectations.
Typical Duties, Activities, Responsibilities- QMS/EMS Compliance and Auditing:
- Maintain and continuously improve the QMS/EMS to ensure compliance with ISO 9001 and ISO 14001 standards and certification requirements.
- Prepare for and support external audits or certification assessments (e.g., SAI Global, SCC), including documentation, facilitation, and follow-up on findings.
- Conduct process-based internal audits, tracing inputs, activities, outputs, and handoffs to assess conformance and identify system improvements.
- Assist departments in closing audit findings and verifying completion of corrective actions.
- Develop, review, improve, and implement corporate quality management and environmental management policies and procedures.
- Train employees on QMS/EMS procedures to ensure awareness and compliance across all departments.
- Continuous Improvement and CAPA Management:
- Monitor and report QMS/EMS performance metrics and quality-related KPIs.
- Provide sound guidance on root cause analysis (RCA) and facilitate corrective/preventive actions (CAPA) with process owners, verifying the effectiveness of implemented solutions.
- Identify and monitor nonconformances and opportunities for improvement.
- Collaborate with process owners across departments to ensure performance is reviewed and aligned with business and customer expectations.
- Contribute to the annual measurable objectives set by management.
- Customer Complaint Ownership:
- Serve as the central point of contact for managing customer complaints across the organization.
- Ensure complaints are logged, categorized, tracked in the appropriate system, and handled in compliance with internal procedures and customer requirements.
- Coordinate cross-functional investigations, ensuring timely root cause analysis and implementation of corrective/preventive actions.
- Communicate investigation results and resolution plans to internal stakeholders and customer-facing teams.
- Monitor complaint trends and escalate recurring or high-risk issues.
- Process Engagement and Knowledge:
- Engage with all departments to identify, document, and continuously improve key business processes.
- Stay current with evolving standards, customer requirements, and best practices.
- Adhere to the LMI Employee Policy Manual.
Education and Qualifications- The Essentials
- Education: Bachelor's degree in Engineering, Quality, or related fields.
- Experience: Minimum of 5 years of experience in a quality role, with hands-on experience managing ISO 9001 QMS and ISO 14001 EMS.
- Required Registrations:
- Certified ISO 19011:2018 Lead Auditor.
- Certified Internal Auditor for ISO 9001 and 14001.
- Proven Experience: Proven experience managing customer complaints, CAPA processes, and internal and external audits.
- The Toolkit
- Strong knowledge of ISO 9001 and 14001 standards.
- Proficiency in root cause analysis techniques (e.g., 5 Whys, Fishbone Diagram, etc.) and quality tools.
- ASQ CQE and CQA certifications are preferred.
- Experience with regulatory inspections or customer audits is a plus.
- The Mindset
- Analytical mindset with attention to detail.
- Excellent interpersonal and communication skills with the ability to effectively work with technical personnel at various levels of the organization.
- Demonstrated teamwork and problem-solving skills.
- Strong understanding of process-based auditing methods and the ability to assess unfamiliar technical processes by tracing logical flow and evidence of implementation.
- Confident in engaging with departments outside of their technical expertise to assess process performance, handoffs, and alignment with QMS requirements.
- Ability to handle multiple priorities and work independently.
Salary Range: $68,000 - $96,900 CAD + Eligibility for Profit Sharing Program Participation (pending successful completion of probationary period and based on business performance)
Perks and Benefits- Health Benefits: Full health care coverage (with 100% paid premiums) including dental, vision, and drugs for you and your family.
- Work-Life Balance: We support a healthy balance with hybrid work arrangements, flextime, and competitive paid time off.
- Growth & Development: An annual Education Support Program for training and professional growth, plus annual performance reviews.
- Enjoy free snacks and drinks, team-building events, tenure awards, and our official "May the 4th" (Star Wars Day) company holiday!
- Access to an on-site fitness facility, tennis/basketball court, and company-wide wellness initiatives.
- This is a hybrid position based out of our Burnaby, BC headquarters. To support our collaborative model, preference will be given to local candidates that are able to work in the office on Tuesdays, Wednesdays and Thursdays.
- Please note that financial relocation assistance and immigration sponsorship are not available for this position.
