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SUMMARY: The Quality Assurance Manager is responsible for overseeing the nightly cleaning of subcontractor cleaning crews of each store within a designated region and ensuring the quality of work meets company and customer standards. Normal work hours are overnight and during the weekend. Changes to hours can me made at the discretion of the Account Director or to meet clients/account needs and service requirements.
DUTIES AND RESPONSIBILITIES:
Develop monthly visit schedule to ensure all assigned locations are attended to and all customer store managers are satisfied. In between visits, maintain continuous and direct contact with Store Managers via phone and email.
Conduct Quality Assurance inspections of at least twenty (20) stores per week; meet clients and provide subsequent reports to Subs and Customers.
Utilize Pronto to conduct weekly quality assurance inspections.
Provide specific direction to Service Provider cleaning crews and follow up next day to ensure completion.
Establish and maintain effective communication and working relationship with service partners.
Tour and inspect locations with service partner during both day and overnight operations weekly to ensure that cleaning teams are following specific guidelines to proper floor care.
Handle issues in the field for multiple locations.
Monitor their Corrigo IVR report daily to ensure check in and out of cleaning technicians is occurring.
Build back up staff and contingency plans for call off scenarios.
Handle all necessary progressive counseling and performance issues with service team members for assigned area, in conjunction with HR and Account Director.
Assume the position of a cleaner to address store needs, if needed.
Provide a daily and weekly summary report on store visits, inspections, action items, wet work etc. to the Account Director.
Act as point of contact and is available via phone 7 days a week for emergency services or situations.
Visits locations on the weekend to oversee weekend activity.
Schedule all wet work with Store Managers, coordinate resources with service partners, and directly oversee the work being completed.
Ensure the satisfaction of the customer by obtaining a sign off sheet, a minimum of two days after the completed wet work.
Complete professional development courses through company paid Fred Pryor program.
Maintain customer satisfaction levels of 90% and higher for assigned portfolio.
Perform other related duties as assigned by Account Director and Tec Division management team.
Report any issues, concerns or important occurrences with customer or other stakeholders to Account Director or Assistant Account Director in a timely manner.
SUPERVISORY RESPONSIBILITIES:
Directly audit the work of third party, subcontracted cleaning crews.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Address complaints and resolves problems with the Service Providers manager promptly.
QUALIFICATIONS:
Be willing, able and available to work overnight hours.
Be flexible with work hours as management will in turn be flexible with employees specific/individual circumstances.
High school diploma or general education degree (GED), or one to three years related experience.
Computer skills required:
o Proficiency in Microsoft Office Suite, email and Internet applications.
Other skills required:
o At least 2 years of floor care or janitorial management experience.
o Knowledge of floor/carpet care as well as the cleaning equipment used on each type.
o Ability to follow terms of contract as related to proper floor maintenance.
o Ability to multi-task, work independently, and work well in a team setting.
o Detail oriented and organized.
o Ability to work in a fast-paced environment.
o Ability to create and lead teams.
PHYSICAL DEMANDS
Ability to communicate orally with customers, vendors, management, and other co-workers is crucial. Regular use of the telephone and e-mail for communication is essential.
Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information, and to prepare or inspect documents.
90% travel, mostly car travel which requires the ability to sit in a car for extended periods of time.
WORK ENVIRONMENT
The job is performed remotely, mainly on the road at various clients sites.
