Airport Operations Quality & Training Analyst

Toronto Pearson International Airport; Toronto; On-site; CAD 54,000 - 77,000; Full time

Benefits offered by this job

Retirement planning

Health benefits

Employee assistance program

Paid leave

Training and education

Recognition program

Job summary

Greater Toronto Airports Authority (GTAA) seeks a Quality Analyst for the Airport Operations Control team in Toronto. You will monitor quality, track trends in performance and customer service, and report findings to leadership.

You will provide system support, deliver training, and ensure audits shape ongoing training and SOP improvements, while maintaining training records and collaborating with internal departments.

Qualifications

• 2-year post-secondary diploma or equivalent education/experience.
• Recent and relevant Airport Operations Control experience.
• Experience in call/control center environments is an asset.
• Proven documentation and record-keeping experience.

Responsibilities

• Monitor quality, productivity, and customer service within Airport Operations Control.
• Report trends and recommend improvements based on data analysis.
• Support training and refresher programs for the Operational Communications Team.
• Ensure audits and SOP changes are reflected in training materials.

Skills

Data analysis

Group presentations

Microsoft Office

i-share

Problem solving

Customer service

Training/education delivery

Procedures/software learning

Education

2-year post-secondary diploma

Tools

Microsoft Office Suite

i-share data storage

Job description

Greater Toronto Airports Authority (GTAA) seeks a Quality Analyst for the Airport Operations Control team in Toronto. You will monitor quality, track trends in performance and customer service, and report findings to leadership.

You will provide system support, deliver training, and ensure audits shape ongoing training and SOP improvements, while maintaining training records and collaborating with internal departments.