Job Title: Quality Assurance Manager
Employment Type: Full-time
FLSA: Exempt
Pay Range: $63,000 - $80,000
POSITION SUMMARY
The Quality Assurance Manager is responsible for overseeing the quality, safety, and operational execution of cleaning services within an assigned region. This role ensures work is performed in line with company standards, customer expectations, and contract requirements through regular inspections, coaching, and communication with customers, service providers, and internal leadership.
KEY RESPONSIBILITIES
While the following list encompasses the primary duties and responsibilities of the role, the incumbent is also expected to perform other duties as assigned.
Customer & Client Relationship Management
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Develop and maintain a monthly visit schedule for assigned locations, ensuring customer satisfaction through regular and proactive communication with store managers.
- Coordinate and supervise wet work with Store Managers and service partners, ensuring customer sign-off within required timelines.
- Report key issues to the Account Director or Assistant Account Director promptly.
Quality Assurance & Compliance
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Conduct weekly Quality Assurance inspections of assigned stores based on account size.
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Provide inspection reports to subcontractors and clients using Salesforce Field Service.
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Monitor IVR reports and address field issues across multiple locations.
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Submit daily and weekly reports on visits, inspections, and completed tasks.
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Identify service deficiencies, communicate corrective actions, and ensure timely resolution in accordance with company standards.
Team Leadership & Workforce Management
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Provide direction to cleaning crews and follow up to ensure tasks are completed effectively.
- Monitor crew performance and foster communication with service partners or direct reports during day and overnight shifts.
- Develop backup staffing plans for call-offs and collaborate with HR and the Account Director on performance issues.
- Step in as a cleaner when operationally necessary.
Safety Duties and Responsibilities
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Conduct routine safety observations, workplace inspections, and hazard assessments to identify unsafe conditions and ensure corrective actions are completed in a timely manner.
- Document incident, injury, near-miss, and property damage investigations, identifying root causes and implementing corrective measures to prevent recurrence.
- Promote a positive safety culture by coaching employees on safe work practices, regulatory compliance, and active participation in safety initiatives.
- Ensure all safety observations, inspections, corrective actions, training records, and incident reports are accurately documented in the company Safety Management System.
- Partner with Operations and Safety leadership to reduce workplace injuries, improve safety performance, and achieve company safety objectives.
- Monitor and support compliance with company safety policies, OSHA requirements, and applicable regulatory standards.
Operations & Equipment Management
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Oversee floor care and specialty cleaning projects to ensure work meets company and customer standards.
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Coordinate project execution, conduct inspections, and obtain customer sign-off when work is completed.
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Perform and document routine preventive maintenance on equipment (battery care, machine cleaning, fluid checks, pads/brushes/squeegees, etc.).
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Track equipment/assets, conduct audits, and report missing or damaged items.
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Monitor equipment condition and coordinate repairs or replacements as needed.
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Ensure consistent execution of standards and provide day-to-day operational support across locations.
Communication & Reporting
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Maintain ongoing communication with store managers, service partners, subcontractors, and leadership.
- Escalate operational concerns and provide timely updates to management.
- Perform additional duties assigned by the Account Director and Tec management.
KEY PERFORMANCE INDICATORS (KPI’S)
- Maintain a customer satisfaction level of 8 or higher within the assigned portfolio.
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Customer interactions (valid customer signature & satisfaction score on 50% of Quality Assurance Inspections)
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Site Visitations/QA Inspections per schedule (account specific)
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Timely Project sign-offs/close-out
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Safety compliance regarding incident reporting/management, team safety training, and overall endorsement of a “Safety First” culture.
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HS diploma or equivalent with 2+ years of supervisory exp
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1-3 years of relevant experience, including at least 2 years in floorcare or janitorial management, facility services or commercial cleaning.
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Available and willing to work overnight hours with flexible scheduling.
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Working knowledge of OSHA regulations, safety practices, incident investigations, and compliance documentation.
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Knowledge of chemical safety, SDS, PPE, and general industry safety standards.
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A valid driver’s license is required given the amount of driving that is necessary for this role.
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Proficient in MS Office (Word, Excel, Outlook, Teams), and mobile applications
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Proficiency with mobile applications.
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Knowledge of floor and carpet care and related cleaning equipment.
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Ability to follow contract guidelines for floor maintenance.
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Strong multitasking, independent work, and teamwork skills.
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Detail-oriented, organized, and able to work in a fast-paced environment.
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Supervisory experience, including auditing subcontractor work and addressing complaints.
PERSONAL ATTRIBUTES
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Detail-Oriented: Ability to notice and address inconsistencies or areas needing improvement in cleaning standards.
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Strong Communication Skills: Capable of effectively interacting with clients, staff, and subcontractors, ensuring clear instructions and feedback.
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Leadership: Proven ability to lead and motivate cleaning teams to maintain high standards.
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Problem-Solving: Quick and effective in addressing issues that arise in the field and resolving them efficiently.
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Adaptability: Flexible to changing schedules, demands, and the needs of clients or team members.
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Time Management: Skilled at prioritizing tasks, managing multiple locations, and meeting deadlines.
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Customer-Focused: Committed to ensuring high levels of customer satisfaction and addressing concerns proactively.
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Self-Motivated: Works independently, taking initiative without requiring constant supervision.
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Dependable: Consistently reliable, with a strong sense of responsibility in overseeing operations and ensuring quality.
Benefits Include:
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401(k) retirement plan with company matching after 90 days of employment
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Paid vacation, sick leave, and personal days
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Paid holidays
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Medical insurance with employer contribution
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Employee-paid dental and vision insurance options
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Performance-based bonus incentive program for most full-time salaried positions
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Monthly car allowance (for eligible positions)
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Employee Assistance Program (EAP)
We reserve the right to modify, interpret, or apply this job descriptions in any way the company desires. This job description in no way implies that these are the only duties to be performed by the employee. This job description is not an employment contract, implied or otherwise.
The referenced pay range or salary is based on the company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training, and skill level with consideration for internal parity.
