Job Overview:
As the Quality Assurance Manager, you will directly oversee 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 typically overnight starting around 4 am.
Responsibilities and Duties:
- Develop weekly 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; meet clients and provide subsequent reports to Subs and Customers.
- Utilize internal system 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.
- Assume the position of a cleaner to address store needs, if needed.
- Provide a daily and weekly summaryreport on store visits, inspections, action items, wet work etc. to the Account Director.
- Responsible for changing out batteries on floorcare equipment as needed
- Act as point of contact and is available via phone 7 days a week for emergency services or situations.
- Schedule all wet work with Store Managers, coordinate resources with service partners, and directly oversee the work being completed.
- Maintain customersatisfaction levels of 90% and higher for assigned portfolio.
- Collaboration: Work cross-functionally with operations to ensure alignment and leverage resources effectively.
- Feedback Loop: Provide action plans based on client interactions and customer satisfaction scores.
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.
- Communication: Outstanding verbal and written communication skills. Proven ability to engage with customers face to face.
- Must have valid driver’s license.
PREVIOUS EXPERIENCE:
- Experience: 1-3 years of janitorial management experiece. Proven track record of successfully managing multiple locations.
- Experience in facility services/commercial cleaning industry
SKILLS/ABILITIES:
- Proficient in the use of MS Office Suite: Word, Excel, Outlook
- Knowledge of floor/carpet care as well as the cleaning equipment used on each type.
- Ability to follow terms of contract as related to proper floor maintenance.
- Ability to multi-task, work independently, and in a team setting.
- Detail oriented and organized.
- Ability to work in a fast-paced environment; create and lead teams
- 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 resolve problems with the Service Provider’s manager promptly.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Continually required to stand, walk, bend, stoop and kneel.
- Frequently required to bend, stoop, and kneel.
- Must be able to lift and/or move 50 + pounds.
- Ability to communicate orally with customers, vendors, management, and other co-workers is crucial. Regular use of the mobile smart phone 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.
EDUCATION/CERTIFICATION:
- High school diploma or general education degree (GED)
What We Offer:
- Competitive base salary with performance-based incentives.
- Comprehensive benefits package including health, dental, and retirement plans.
- Opportunity to work in a dynamic and forward-thinking company.
TEC Services, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.