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About the Role
Provides quality assurance support within a Class A office campus environment to ensure white-glove service standards, customer expectations, and company standards are consistently met. This role is responsible for conducting detailed inspections, identifying service deficiencies, documenting findings, and supporting tenant satisfaction through proactive communication and follow-up. The role is highly focused on detail, customer service, proactive communication, and daily execution support for site leadership.
Responsibilities
- Maintains a working knowledge of all company standards, contract requirements, scope expectations, and expectations for Class A office buildings.
- Supports adherence to the Quality Assurance Program.
- Conducts regular and detailed inspections of offices, conference rooms, restrooms, lobbies, elevators, breakrooms, kitchens, high-touch areas, and other interior spaces.
- Serves as a visible quality assurance presence and proactively checks priority areas, complaint-prone spaces, and high-visibility tenant areas.
- Identifies service deficiencies and escalates issues for corrective action or addresses minor touch-up items.
- Acts as a liaison for tenant-facing service concerns by communicating professionally, gathering feedback, and helping ensure timely resolution of issues.
- Supports proactive communication with site leadership regarding building conditions, service trends, repeat issues, and priorities.
- Uses the computer to access Outlook, Word, Excel, PDFs, and other systems for quality, training, and compliance information.
- Prepares and distributes daily or routine quality reports, inspection summaries, issue logs, and follow-up documentation.
- Supports leadership with training reinforcement by identifying gaps in execution, work quality, quality assurance platform usage, and service expectations.
- Assists with onboarding support, field coaching, and reinforcement of cleaning standards.
- Maintains a strong understanding of detail work expectations, including dusting, touchpoint cleaning, conference room presentation, restroom presentation, and overall appearance standards.
- Uses sound judgment, tact, and diplomacy in handling complaints, service concerns, and interactions with customers, tenants, and employees.
- Demonstrates regular, predictable attendance and maintains a visible, professional presence throughout the campus.
- Assists with special projects and assumes responsibility for quality-related assignments.
Requirements
- Must be at least 18 years of age.
- Ability to perform basic computer activities, including using Microsoft Word, Excel, Outlook Web, and other computer knowledge.
- Ability to read and interpret documents and communicate effectively in English.
- Ability to write routine reports and correspondence in English.
- Ability to add, subtract, multiply and divide in liquid units of measure, using whole numbers, common fractions and decimals.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Regularly required to stand, walk, use their hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
- May be required to stoop, kneel, crouch, or crawl.
- Frequently required to sit.
- Regularly required to walk extended distances across large office campuses and stand for prolonged periods while conducting inspections.
- Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
Skills
- Quality assurance
- Customer service
- Proactive communication
- Detail-oriented
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Payroll reporting (bonus)
- Kronos (bonus)
Location
- Class A office campus environment
Work Type
- Full-time
Experience Level
- 1-3 years of related experience
Education Level
- High school diploma or GED