Job Title: Quality & Compliance Specialist
Location: Barrie, Ontario
Shift Time: 8:00am to 4:30pm (In-Office)
Terms: Permanent Full-Time
Salary: $63,000.00 to $72,000.00
Reports To: Director of Business Operations & Infrastructure
Open Vacancy: Yes
About Us: North American Freight Forwarding is a Canadian based company specializing in logistics services with specific strength in warehousing and distribution, LTL consolidations, expedites, full truckloads and specialized equipment service to and from Canada, United States and Mexico. As a professional international freight forwarder, we provide overseas import and export ocean and air freight services all over the world.
We seek out driven, talented individuals to join our team to meet and exceed our clients’ needs. We offer a rewarding career and brand that our employees are proud to represent.
Job Purpose:
The Quality & Compliance Specialist is responsible for managing and administering the company’s compliance programs, including ISO 9001:2015, Good Distribution Practices and CTPAT/PIP. Within these areas they will be managing, creating and regulating freight claims, company SOP’s & KPI’s and maintaining current client and vendor rates. This role ensures adherence to applicable regulatory, contractual, customer, and company requirements while protecting the company’s financial interests and supporting world class customer service. The position leads the company standards and drives performance improvement through data and root cause analysis, while partnering with operations, warehouse, accounting and leadership to strengthen controls, reduce risk, and improve operational excellence.
Duties & Responsibilities:
Company-Wide Expectations
- Support company Objectives and Key Results (OKRs) by proactively contributing to initiatives that drive strategic goals and organizational success.
- Live our company core values and support a well-organized, respectful, and service-focused work environment
Quality Management & Regulatory Compliance
- Maintain and continuously improve the company’s ISO 9001and Good Distribution Practices (GDP) quality management systems.
- Monitor, maintain, and update controls and reporting.
- Ensure ongoing compliance with PIP and CTPAT participation requirements.
- Coordinate internal audits, corrective actions and quality improvement initiatives through gap and root cause analysis.
- Support external audits and certification processes.
- Partner with leadership of all departments to ensure processes and compliance requirements are understood, implemented, and consistently followed.
Standard Operating Procedures (SOP) Management
- Develop, review, update and maintain company SOP’s, work instructions and controlled documents.
- Ensure documentation remains current, accurate, and aligned with operational requirements.
- Manage document control processes and revision tracking.
Training & Competency Management
- Maintain employee training records.
- Ensure training is completed, documented and kept current.
- Identify training gaps and coordinate refresher training or corrective training initiatives.
Claims, Insurance & Risk Management
- Review and evaluate claim documentation, including bills of lading, delivery records, invoices, photographs, inspection results, repair or replacement estimates, customer statements, carrier responses, and other supporting evidence.
- Lead the end-to-end investigation, assessment, and presentation of resolution options of freight claims involving loss, damage, shortage, or related customer concerns for Leadership review
- Ensure claims are handled accurately, consistently, and within established procedures, contractual terms, and applicable claim-handling guidelines.
- Prepare settlement, approval, denial, and payment correspondence as directed.
- Monitor claims status and actively follows up to ensure timely resolution and closure.
- Respond both in a timely manner and professionally to written and verbal inquiries from customers, carriers, sales, client facing teams, and other internal stakeholders.
- Escalate complex, high-value, disputed, or high-risk claims to leadership as needed.
- Monitor claim trends and recommend preventative actions to reduce risk and loss.
Vendor & Client Contract Administration
- Track vendor and client rate agreements and renewal schedules.
- Conduct annual reviews to ensure rates remain current and aligned with contractual terms.
- Coordinate updates and communicate changes with relevant stakeholders.
KPI Reporting & Business Performance Analysis
- Maintain and distribute KPI and operational performance reports.
- Review data to identify trends, variances, and areas of concern.
- Work with department heads to investigate discrepancies and provide recommendations for corrective action and process improvement.
Continuous Improvement & Operational Excellence
- Work with internal teams to Identify opportunities to improve quality, compliance, and operational efficiency.
- Monitor performance metrics and corrective action effectiveness.
- Lead or participate in process improvement initiatives across the organization.
Professional & Educational Background:
- Post secondary diploma or degree in Quality Assurance, Business Administration, Supply Chain, Operational or logistics and transportation management or related field.
- ISO 9001 and/or GDP training or certification is an asset
- 3-5 years’ experience in quality assurance, compliance, logistics or related field.
- Experience developing, managing and controlling SOP’s or other controlled documentation
- Proficiency with Microsoft Office and Smartsheet’s
Mindset & Personality:
- Strategic: Takes initiative and a strategic approach to day-to-day and long-term goals for operations
- Highly Organized: Maintains exceptional organization and disciplined recordkeeping, ensuring information, documentation, and follow-up are consistently accurate and accessible.
- Proactive: Anticipates potential risks or issues, takes initiative, and follows through.
- Collaborative: Builds positive working relationships across departments and approaches challenges with a practical, solutions-focused mindset.
- Analytical; Uses data and objective information to identify patterns and evaluate issues.
Skills & Ability:
- Strong knowledge of quality management systems, including ISO standards and GDP
- Excellent document management skills, with experience creating, reviewing, and maintaining SOP’s, policies, and controlled documents.
- Exceptional attention to detail and accuracy.
- Strong organizational and time management skills with the ability to manage multiple priorities and deadlines.
- Strong communication and interpersonal skills, with the ability to collaborate across all levels of the organization.
- Proficiency in freight claims is an asset.
- Demonstrated commitment to continuous improvement and operational excellence.
Effort & Working Conditions:
- Office / Warehouse Environment
- Main location: Head office in Barrie, ON
- Regular travel to warehouse in GTA
Why Join Us?
- We offer a Total Rewards package that includes market aligned pay and incentives as well as a diverse benefits offering to support our employees’ physical, emotional, and financial wellbeing inclusive of:
- Extended health benefits
- Dental care
- Vision care
- Employee Assistance Program
- Life insurance
- RRSP/TFSA program
- Engaging social activities and events throughout the year
- Opportunity to shape client success and operational excellence in a dynamic logistics environment
North American Freight Group is a company that truly values its employees. The company fosters a supportive and collaborative work environment, where management encourages growth through mentorship and career development opportunities. We are committed to a diverse workforce and a culture of inclusion. Together, we are building a culture that acknowledges and respects the unique experiences, perspectives, and expertise of every employee.
Our organization takes the accessibility needs of employees and candidates with disabilities into account during the recruitment and position review process. Employees and candidates are required to notify their Director/Manager/Supervisor or Hiring Manager if they have any particular accessibility needs and the organization will collaborate with the employee to address them. Artificial intelligence (AI) is not used during the hiring process.
