Evening Quality Assurance Supervisor
1 week ago
This role is pivotal in overseeing the quality assurance of various operational processes, enhancing client satisfaction, and collaborating effectively with Independent Contractors (IC).
The Evening Quality Assurance Supervisor must possess the ability to work autonomously as well as in a team environment across diverse settings, including but not limited to industrial, manufacturing, office, medical, and retail facilities.
This position requires sound judgment in addressing client concerns and engaging relevant parties to optimally fulfill client requirements.
Work Schedule: 4 PM to 12 AM, Monday through Friday.
Travel Requirement: A personal vehicle is necessary for travel throughout the Asheville and WNC market to uphold quality standards.
Essential Functions- Review the scope of work to ensure quality assurance for each account, aiming to maintain current business relationships and attract new clients.
- Engage daily with the Facility Account Manager to communicate urgent issues, detailing these in the nightly recap via email or phone message, and document in the CRM.
- Oversee inspections, manage customer complaints and requests, and facilitate new client onboarding by entering information into the CRM.
- Implement City Wide's New-Start Policy, Customer Complaint Policy, and other operational protocols.
- Ensure adherence to client policies and procedures, including the appropriate use of approved cleaning tools and equipment.
- Maintain accurate time records for Building Managers and Service Representatives.
- Train new Service Representatives and address performance or attendance issues, notifying the District Manager of any concerns.
- Report all disciplinary matters, allegations of harassment, workplace injuries, employee terminations, and leave requests to Human Resources.
- Maintain City Wide equipment and report any issues to the Account Manager.
- Perform additional duties as assigned.
- High school diploma or equivalent experience in the commercial janitorial services sector.
- A minimum of three years of management experience, including coaching, motivating, developing, and leading teams across multiple locations.
- Valid driver's license with a clean driving record.
- Strong organizational, planning, and attention to detail skills.
- Excellent communication and interpersonal abilities.
- Innovative mindset with a focus on continuous process improvement.
- Familiarity with Customer Relationship Management (CRM) systems.
- Proficient in MS Office and internet navigation.
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