Hybrid Service Quality Manager at TEC Services

Description

JOB OVERVIEW:
The Janitorial Service Quality Manager is responsible for overseeing nightly cleaning operations performed by internal janitorial teams across stores within a designated region. This role ensures that all cleaning tasks meet company and client standards, with a focus on maintaining high levels of cleanliness, safety, and customer satisfaction. The position may require overnight and weekend availability.

KEY RESPONSIBILITIES:

• Develop and manage a monthly site visit schedule to assess performance and maintain strong relationships with store managers through regular phone and email communication.
• Conduct weekly Quality Assurance inspections of stores based on location size and frequency needs. Document findings using Salesforce Field Service and provide detailed reports to internal stakeholders.
• Provide direct supervision, training, and performance feedback to janitorial staff to ensure tasks are completed to standard and in a timely manner.
• Perform follow-up inspections and corrective coaching when cleaning standards are not met.
• Maintain open and proactive communication with internal team members and store management, conducting both day and night visits as needed.
• Address on-site issues, equipment malfunctions, and service gaps promptly across multiple store locations.
• Collaborate with HR and the Account Director to address performance management, disciplinary actions, and develop coverage plans for call-offs or absenteeism.
• Step in to perform cleaning duties during staffing shortages or emergencies.
• Submit timely daily and weekly reports summarizing inspection results, staff performance, and completed work.
• Troubleshoot and perform light maintenance on janitorial equipment, such as battery replacement and basic triage.
• Remain on-call for emergency cleaning needs, including weekend coverage and urgent service requests.
• Coordinate wet work and periodic deep cleans, ensuring all tasks are completed and approved by store management within specified timeframes.
• Achieve and maintain a customer satisfaction rating of 90% or higher across assigned store portfolio.
• Perform additional responsibilities as assigned by the Account Director or senior management.
• Promptly report major issues or concerns to the Account Director or Assistant Account Director.

Qualifications

QUALIFICATIONS:

Availability: Willing and able to work overnight hours, with flexibility to adapt to changing schedules, including weekends and emergency coverage.

Licensing & Transportation:

• Valid driver’s license required.
• Reliable transportation for frequent regional travel.

Experience:

• 1–3 years of experience in janitorial or custodial services, including at least 2 years in a supervisory or floorcare leadership role.
• Prior experience managing in-house janitorial teams (self-perform) in commercial or retail environments is strongly preferred.

Skills & Technical Proficiency:

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Comfortable using mobile applications and digital inspection tools (e.g., Salesforce Field Service or similar platforms).
• Strong knowledge of floor and carpet care techniques, chemicals, and equipment.
• Ability to interpret and implement contract standards and cleaning specifications.
• Skilled at multitasking and maintaining organization in a fast-paced, multi-location operation.
• Demonstrated ability to supervise and motivate internal staff, provide coaching, and resolve service issues directly.

Physical Requirements:

• Frequent standing, walking, bending, and kneeling throughout shift.
• Ability to lift and carry up to 50 pounds (preferred but not required).
• Must be comfortable working in active commercial environments and performing occasional cleaning duties.
• Capable of regular communication via phone and email, with normal hearing and vision for quality inspection tasks.
• Willingness to travel up to 90% of the time by car, often involving long periods of sitting and regional driving.

Education:

• High school diploma or GED required.

Key Personal Attributes:

• Detail-Oriented: Able to identify and correct cleanliness or quality issues proactively.
• Strong Communicator: Clear, professional communicator with internal staff and store partners.
• Leadership: Experienced in leading teams, setting expectations, and driving accountability.
• Problem-Solver: Able to respond quickly to issues in the field and implement effective solutions.
• Adaptable: Comfortable navigating shifting priorities and store demands.
• Time Manager: Capable of organizing and prioritizing inspections, site visits, and reporting across multiple locations.
• Customer-Focused: Dedicated to delivering a consistent, high-quality experience for both internal stakeholders and store management.
• Self-Starter: Takes initiative to address problems and maintain standards without direct supervision.
• Dependable: Reliable and consistent in managing team operations, field coverage, and quality oversight.