Job Overview:

The Quality Assurance Manager is responsible for supervising the nightly cleaning activities of subcontractor cleaning teams across stores in a designated region, ensuring that the quality of work aligns with company and customer standards. This role occasionally involves overnight and weekend shifts.

Key Responsibilities:

• Develop and maintain a monthly visit schedule for assigned locations, ensuring customer satisfaction through regular phone and email communication with store managers.
• Conduct weekly Quality Assurance inspections of a designated number of stores, based on account size, provide reports to subcontractors and clients, and use Salesforce Field Service for inspections.
• Provide direction to cleaning crews, follow up to ensure tasks are completed, and monitor their performance.
• Foster effective communication with service partners, conducting weekly location inspections during both day and overnight shifts.
• Address field issues across multiple locations and monitor the IVR reports as required.
• Develop backup staffing plans for call-offs and address performance issues in collaboration with HR and the Account Director.
• Step in as a cleaner when necessary to address store needs.
• Submit daily and weekly reports on visits, inspections, and completed tasks to the Account Director.
• Replace batteries and triage floorcare equipment as needed.
• Be available for emergency services 7 days a week and conduct weekend visits to oversee operations.
• Coordinate and supervise wet work with Store Managers and service partners, ensuring customer sign-off within a specified time period.
• Maintain a customer satisfaction level of 90% or higher within the assigned portfolio.
• Perform other duties as assigned by the Account Director and Tec management.
• Report key issues to the Account Director or Assistant Account Director promptly.