Security Quality Assurance Manager

SecurAmerica - Boston, MA3.4

Full-time
*****OVERNIGHTS AND WEEKENDS ARE A MUST*****

The Quality Assurance Manager is responsible for conducting scheduled and unannounced visits of all account sites to assess the appearance, demeanor and capabilities/readiness/condition/knowledge of the security staff and the overall satisfaction of the client. The Manager, in concert with regional and site operational staff, is accountable for ensuring all services are delivered in a manner reflecting our commitment to deliver responsive and legendary service (to both clients and associates), while at the same time, making sure that our company is meeting all legal, qualitative, quantitative and contractual requirements associated with our services.

Duties/Responsibilities

Serve as the regional standard for service excellence; epitomize and demonstrate on a daily basis the company’s mission and values; serve as an example for regional officers and management in the areas of appearance, demeanor and professionalism.
Audit SecurAmerica’s operating model at each account using SecurAmerica’s-designated inspection/audit checklist.
Ensure post orders and emergency procedures are up-to-date and the site is using the most recent versions and security staff is knowledgeable about their location and contents.
Ensure each site understands and is meeting the requirements of the services agreement/statement of work.
Facilitate site training to include, OJT, in-service, spot quizzes, scenarios and table top exercises to evaluate the operational knowledge and readiness of the security teams.
Assist and/or conduct training at client sites for client representatives.
Serve as an additional mentor and coach to security officers and supervision.
Serve as an additional (possibly primary) liaison with all regional customers; ensure 100% customer satisfaction and retention; maintains regular contact with clients via email, phone or in person.
Determine current, emerging or perceived issues from the perspectives of the security teams or customers; recommend methods and actions to resolve any service delivery issue; create, track and manage to a corrective action plan.
Assess work culture to ensure officers have a positive work environment in which to work, determine overall officer satisfaction and ensure all officers have the proscribed uniform and equipment to perform their job according to SecurAmerica and client standards.
Make recommendations to improve the quality of our operation in the areas of associate morale, customer service, labor efficiency, cost control, technology and staffing.
Submits daily, weekly, monthly inspection reports and other documentation as required to appropriate SecurAmerica management representative.
Assist operations manager in the administration of branch operations to include, payroll processing/check delivery, scheduling, uniform issuance/delivery and other duties, as required.
May supervise and/or coordinate utility officer staff.
Performs other duties, as required
Serve as the regional standard for service excellence; epitomize and demonstrate on a daily basis the company’s mission and values; serve as an example for regional officers and management in the areas of appearance, demeanor and professionalism.
Audit SecurAmerica’s operating model at each account using SecurAmerica’s-designated inspection/audit checklist.
Ensure post orders and emergency procedures are up-to-date and the site is using the most recent versions and security staff is knowledgeable about their location and contents.
Ensure each site understands and is meeting the requirements of the services agreement/statement of work.
Facilitate site training to include, OJT, in-service, spot quizzes, scenarios and table top exercises to evaluate the operational knowledge and readiness of the security teams.
Assist and/or conduct training at client sites for client representatives.
Conduct site security vulnerability assessments; make recommendations to account managers and clients.
Serve as an additional mentor and coach to security officers and supervision.
Serve as an additional (possibly primary) liaison with all regional customers; ensure 100% customer satisfaction and retention; maintains regular contact with clients via email, phone or in person.
Determine current, emerging or perceived issues from the perspectives of the security teams or customers; recommend methods and actions to resolve any service delivery issue; create, track and manage to a corrective action plan.
Assess work culture to ensure officers have a positive work environment in which to work, determine overall officer satisfaction and ensure all officers have the proscribed uniform and equipment to perform their job according to SecurAmerica and client standards.
Make recommendations to improve the quality of our operation in the areas of associate morale, customer service, labor efficiency, cost control, technology and staffing.
Attends customer meetings with account manager and operations manager.
Submits daily, weekly, monthly inspection reports and other documentation as required to appropriate SecurAmerica management representative.
Help lead and manage new account start-ups/transitions.
Assist operations manager in the administration of branch operations to include, payroll processing/check delivery, scheduling, uniform issuance/delivery and other duties, as required.
May supervise and/or coordinate utility officer staff.
Performs other duties, as required

SecurAmerica is a privately-held, American-owned premium contract security services company based in Atlanta, Georgia. Our mission is to provide legendary and responsive security service solutions to our client, which provide uncompromising value, cost effectiveness and results to our clients' diverse business needs. Our business model is based on creating and delivering operational excellence to each and every customer by selecting the right people, training them to exceed our customers' requirements and providing them with a culture that is focused on 100% customer and employee satisfaction. This model has earned us the respect of the security industry, fueled robust growth in every market we have entered and resulted in high annual employee and customer retention rates that serve as industry benchmarks.

Screenings: Motor Vehicle, Drug Screen, Criminal Background Check

SecurAmerica LLC is an equal opportunity employer. All applicants are considered for employment without regard to race, religion, sex, national origin, color, age, marital or veteran status, the presence of a non-job-related medical condition or physical handicap, or any other status protected by federal or state law.