Quality Assurance Specialist

Job Description

AHRC NYC is seeking a Quality Assurance Specialist for their Hudson River division. The Quality Assurance Manager conducts field inspections and process compliance reviews to verify that HRS services meet contract specifications and that managers and supervisors follow established procedures. The position completes and documents inspections, reports deficiencies, tracks required actions and manager progress, and verifies that corrections are completed and sustained. This work supports HRS’s Quality Assurance Plan and Cleaning Industry Management Standard (CIMS) processes.

Compensation Package: $66,300 per year plus a very generous and comprehensive Benefit package. See Benefit information below.

Schedule: Monday through Friday 9am-5pm....35 hours per week.

Summary of Position

Quality Assurance Manager works under the direction of the Regional Manager QA and coordinates with Regional Managers, Assistant Regional Managers, site managers, forepersons, and other designated staff. The position monitors and verifies service quality and procedural compliance. Managers and supervisors remain responsible for daily operations, employee supervision, and implementation of corrective actions.

A minimum of 80% of work time is expected in the field at HRS service locations. Field work includes scheduled and unannounced visits, quality inspections, review of site records, observation of employee work, and verification of Regional Manager follow-through. The remaining time supports reporting, inspection planning, and tracking outstanding actions. Work schedules must be flexible to observe services during early morning, evening, overnight, and weekend hours as assigned. May be necessary to back up operations when directed.

HRS craftsmanship means understanding the work, taking pride in how it is performed, and accepting quality as the finished product. This position reinforces that standard through objective observation, clear reporting, consistent follow-up, and respectful interactions with employees, including employees with intellectual and developmental disabilities.

ESSENTIAL RESPONSIBILITIES

Quality inspections and service verification

• Conduct scheduled and unannounced inspections at assigned accounts using the approved HRS Quality Assurance Plan, contract scope of work, service frequencies, and inspection criteria.
• Complete accurate inspections in Janitorial Manager using approved templates and scoring standards. Record specific observations, locations, and supporting photographs when appropriate and permitted.
• Inspect routine cleaning, periodic services, floor care, and other assigned work for completeness and quality. Compare observed conditions with contract requirements and approved work schedules.
• Observe employee work practices and verify adherence to assigned tasks, work instructions, customer service expectations, and applicable uniform requirements. Report discrepancies to the responsible manager.
• Monitor whether responsible managers complete required weekly inspections and other assigned QA activities. Identify missed or incomplete inspections and report them to the Regional Manager QA.

Process and procedure compliance

• Review worker schedules for accuracy, completeness, availability at the site, and alignment with approved service requirements. Compare scheduled coverage with observed staffing and report unaddressed gaps or discrepancies.
• Review sign-in sheets for required entries, completeness, legibility, and consistency with schedules and observed attendance. Identify missing entries, unexplained changes, and other discrepancies; refer issues for management review and resolution.
• Verify that employees follow approved attendance, clock-in and clock-out, and call-out procedures through observation and authorized review of records. Report discrepancies through established channels; payroll corrections and formal personnel actions remain with authorized staff.
• Check periodic service schedules and completion records. Verify that required work is performed, documented, and followed up when delayed or missed.
• Review site operations and Communication Log Books for current scopes of work, worker schedules, periodic schedules, site maps, contact and escalation information, sign-in materials, applicable instructions, and QA records.
• Check assigned procedural records, including inventory logs, equipment inventories, order documentation, and training completion records, against approved HRS requirements. Report missing, outdated, or inconsistent information.
• Use approved checklists to verify implementation of assigned CIMS-related procedures. Compare documented requirements with actual site practice and maintain factual evidence of compliance or deficiencies.

Deficiency reporting and management follow through

• Report deficiencies promptly to the responsible Regional Manager and Regional Manager QA. Describe the requirement, observed condition, location, and evidence clearly so the manager can determine and implement the correction.
• Maintain a tracking record of findings, responsible managers, agreed actions, due dates, status, and follow-up results. Track regional manager progress on corrective actions and assigned process requirements.
• Conduct follow-up visits or review appropriate supporting records to verify completion. Close findings only when the correction has been verified; document recurring issues and ineffective corrections.
• Escalate overdue actions, repeated deficiencies, missed inspections, and unresolved procedural gaps to the Regional Manager QA and Director of Operations.
• Identify patterns across accounts, including recurring service deficiencies, schedule discrepancies, incomplete records, and missed periodic work. Provide evidence-based observations to support management decisions.
• Communicate professionally with employees and managers. Seek clarification of observed discrepancies, respect employee dignity, and maintain confidentiality of personnel and customer information.

Reporting and QA coordination

• Plan field visits with the Regional Manager QA based on assigned accounts, inspection requirements, outstanding findings, customer concerns, and identified performance gaps.
• Keep inspection records and action trackers current in Janitorial Manager and other approved HRS systems. Maintain organized, traceable records that support internal reviews and CIMS assessments.
• Provide regular summaries to the Regional Manager QA covering inspection completion, quality results, procedural compliance, regional manager progress, overdue actions, and recurring findings.
• Support QA team reviews and CIMS evidence collection within assigned responsibilities. Recommend improvements to inspection checklists or reporting methods when requirements or service conditions change.
• Perform other related duties as assigned within the position’s quality inspection, procedural compliance, reporting, and follow-up responsibilities.

Performance Expectations

• Maintain the minimum 80% field presence and complete assigned inspections and compliance reviews on schedule.
• Produce accurate, objective, complete inspection records and timely deficiency reports.
• Keep Regional Manager action status current, verify completion by agreed due dates, and escalate unresolved issues.
• Identify repeat deficiencies and procedural gaps using consistent criteria and reliable evidence.
• Maintain organized QA documentation and provide timely progress summaries to the Regional Manager QA.

Specific inspection coverage, reporting frequency, and follow-up targets are established by the Regional Manager QA.

Qualifications

• Experience in commercial cleaning or facility services, including inspection, site supervision, quality assurance, or comparable field responsibilities. Experience working across multiple accounts is preferred.
• Knowledge of cleaning methods, floor care, service frequencies, contract scopes of work, worker schedules, and site documentation. Familiarity with CIMS processes is preferred.
• Ability to observe work objectively, apply inspection criteria consistently, identify discrepancies, maintain accurate records, and follow assignments through completion.
• Ability to use Janitorial Manager or comparable inspection software, email, spreadsheets, and electronic action trackers; willingness and ability to learn HRS systems.
• Clear written and verbal communication, effective organization, sound judgment, and the ability to work independently under the direction of the Regional Manager QA.
• Ability to work respectfully with employees with intellectual and developmental disabilities, employment support staff, managers, and customers.
• Must hold a valid New York State driver’s license and have held that license for at least one year. Must comply with AHRC NYC driving requirements.
• Must have a personal vehicle available for business travel and maintain required vehicle registration and insurance consistent with agency policy. Authorized business use of the personal vehicle will be reimbursed in accordance with AHRC NYC reimbursement policy.
• Ability to travel throughout the assigned HRS service area and work a flexible schedule to inspect services during the hours they are performed.

Additional Information

• Low cost, high quality Medical Insurance (Single & Family Plans)
• Paid time off (sick, personal & vacation)
• Paid Training
• Dental insurance
• Vision insurance
• Tuition Reimbursement
• Referral program
• 403(b) retirement plan
• 403(b) company match
• Life insurance
• Paid orientation
• Employee discounts
• Flexible Spending account

AHRC New York City is an Equal Opportunity Employer. We consider applicants for all positions without regard to age, race, color, creed, religion, national origin, alienage or citizenship status, gender, sex, sexual orientation, pregnancy, disability, marital status, partnership status, military status, status as a victim of domestic violence, sex offenses or stalking, genetic information, or unemployment or any other protected characteristic under federal, state or local law.