Operations & Quality Lead
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What You’ll Do Quality & Account Support
- Conduct regular inspections at client locations to ensure cleaning standards and scopes of work are being met
- Document deficiencies, photos, corrective actions, and inspection results
- Communicate issues to cleaning staff and ensure corrective work is completed
- Follow up and re-inspect when necessary
- Identify recurring quality issues and work with the Manager and cleaning teams to resolve them
- Proactively address service concerns before they become client complaints
- Assist with client walkthroughs, follow-ups, and new account start-ups
- Maintain a regular presence across assigned client accounts
- Provide direction, coaching, and support to cleaning staff
- Assist with onboarding, site orientation, and training of new employees
- Help coordinate coverage for call-ins and employee absences
- Communicate schedule changes and operational priorities to staff
- Address routine service and performance issues, escalating larger concerns to the Manager when appropriate
- Step in with hands-on operational support when needed to ensure service commitments are met
- Monitor cleaning supplies and inventory at client locations
- Coordinate and complete supply deliveries as required
- Identify equipment issues and help coordinate repairs or replacements
- Ensure cleaning teams have the supplies and equipment needed to perform their work effectively
- Is dependable, accountable, and takes ownership of their responsibilities
- Has excellent attention to detail and a strong eye for cleaning quality
- Is confident providing direction, coaching, and constructive feedback
- Communicates professionally with employees, management, and clients
- Is organized and capable of managing multiple accounts and priorities
- Can work independently, use good judgment, and solve problems in the field
- Takes initiative and addresses issues rather than waiting for them to be reported
- Is adaptable and willing to support the operation where needed
- Valid driver’s licence
- Reliable vehicle and ability to travel regularly between client locations
- Ability to successfully pass a criminal record check
- Comfortable using a smartphone, email, and basic scheduling or inspection applications
- Availability to work a flexible schedule, including some evenings and additional hours when operational needs require
Some inspections, training, and employee support need to take place while cleaning teams are on-site, which may require evening hours. Additional hours may also occasionally be needed for employee absences, new account start-ups, client needs, or other operational requirements. We’re looking for someone who can adjust their schedule when needed while taking ownership of the responsibilities of the role.
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