Job Overview
Description
• Monitor and evaluate the adequacy of quality assurance standards implementation for all cleaning services, repairs, and maintenance processes assigned.
• Conduct site visits and inspect all quality metrics to ensure quality controls are in place and reduce gaps in the process. •
Document internal inspections and other quality assurance activities deviations and submit management reports on regular intervals.
• Implement mystery shopping program, standards audit, and submit results as assigned. •
Evaluate audit findings and implement appropriate corrective actions to ensure ongoing compliance with quality and industry regulatory requirements.
•Ensure ongoing compliance with government-required service levels, government-required processes, and all internal standard operating procedures.
• Follow up on all issues requiring escalation in the tickets system, customer complaints, and incidents according to a well-defined and strict escalation procedure.
• Write management/technical reports of quality assurance issues to be presented to senior management. • Highlight issues and gaps in quality assurance and quality control and recommend process improvement.
• Ensure a high level of customer satisfaction through the closure of customer complaints by following up with the concerned department and providing timely feedback to customers.
• Follow planned and systematic follow-ups and monitoring of the process and documentation procedures to ensure ongoing quality control.
Requirements
• Diploma or higher in any related field.
• Health and Safety Certificate is an asset.
• 1 year of experience in quality control or quality assurance, preferably in a facilities management or building services environment.
