SUMMARY: 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 in our quality assurance platform, and supporting tenant satisfaction through proactive communication and follow-up. This role is highly focused on detail, customer service, proactive communication, and daily execution support for site leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Essential duties and responsibilities include the following, (other duties may be assigned):

• 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 is being followed consistently and that all inspection and documentation requirements are completed accurately and on time.
• Conducts regular and detailed inspections of offices, conference rooms, restrooms, lobbies, elevators, breakrooms, kitchens, high-touch areas, and other interior spaces using a critical and discerning eye.
• Serves as a visible quality assurance presence within the buildings and proactively checks priority areas, complaint-prone spaces, and high-visibility tenant areas.
• Identifies service deficiencies early and either documents and escalates issues for corrective action or addresses minor touch-up items where appropriate, in alignment with site leadership direction.
• 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 requiring additional attention.
• Uses the computer to access Outlook, Word, Excel, PDFs, and other systems needed to monitor, prepare, and communicate quality, training, and compliance information.
• Prepares and distributes daily or routine quality reports, inspection summaries, issue logs, and follow-up documentation as directed by site and divisional leadership.
• 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 as needed.
• Maintains a strong understanding of detail work expectations, including dusting, touchpoint cleaning, conference room presentation, restroom presentation, and overall appearance standards expected in Class A office environments.
• Uses sound judgment, tact, and diplomacy in handling complaints, service concerns, and interactions with customers, tenants, and employees.
• Demonstrates regular, predictable attendance at the assigned location and maintains a visible, professional presence throughout the campus.
• Assists with special projects and assumes responsibility for quality-related assignments as directed by site or divisional leadership.