Quality Assurance Manager - Guest Experience

Brightline Trains • Miami, FL

52d

About The Position

As the Quality Assurance Manager for Brightline’s Guest Experience Team, you are tasked to defining and promoting a quality mindset throughout the operations. Responsible for managing the Quality Assurance functions, you partner with internal stakeholders to affect positive changes in processes and procedures and deliver operational excellence. You define and administrate the Quality Assurance program throughout Brightline’s Guest Experience operations. With a focus on operational excellence, guest and team satisfaction, you inspire a culture of accountability and adherence to standards and brand compliance. If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!

Requirements

• Minimum of 3 years of quality assurance experience in a fast-paced, multi-functional hospitality or service environment.
• Proven expertise in hospitality operations, and process optimization.
• Strong background in data analytics, with the ability to interpret complex data sets and drive strategic decisions.
• Familiarity with Lean Six Sigma or other quality improvement methodologies, including SOP development, compliance audits, and guest experience evaluations, preferably in designing or implementing QA programs.
• Strong organizational skills with the ability to manage multiple projects, and timelines.
• Analytical mindset with a proactive approach to identifying root causes and implementing corrective actions.
• Deep understanding of customer service standards and how to measure and enhance guest satisfaction.
• Excellent verbal and written communication skills and interpersonal skills for engaging with guests, teammates, stakeholders. and building strategic partnerships across departments.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint, and proficiency in QA Platforms (Rizepoint, Sassie, or similar)
• Must be able and willing to work any shift or on weekends and holidays based on operational needs as necessary. Brightline operates on a continuous, set schedule.
• Familiarity with OSHA regulations, food safety standards, and brand compliance protocols.

Nice To Haves

• Food and Beverage Operational experience is a plus.
• A bachelor’s degree is preferred but not required.

Responsibilities

• Program Strategy & Development
• Lead design and evolution of Global Quality Assurance Program; affirm business objectives, design & build future programs, establish new business processes, lead technology design & implementation efforts.
• Evolve and communicate the structure for the Quality Assurance Program – including goals, roles and expectations.
• Review, fine-tune and establish protocols designed to ensure Brightline’s guest and team experiences are consistently meeting and exceeding expectations.
• Program Execution & Operations
• Responsible for the execution of the Quality Assurance Program to include guest satisfaction survey, online reputation management, operational assessments, brand compliance of operational standards, food safety, OSHA and other topics.
• Establish and enhance operating procedures for Quality Assurance function including program execution, SOP creation, editing and roll out.
• Work with all locations and their team leaders to uphold established standards for guest service; ensure the highest possible degree of teammates compliance with published SOP’s.
• Data Analysis & Continuous Improvement
• Utilize ongoing data and metrics to strategize, execute and continually improve existing processes to meet and exceed goals.
• Analyze data with the ability to identify emerging trends among complex data and articulate innovative, clear and proactive approaches to problem solving.
• Surface inconsistencies in quality and experience and conduct root cause analysis with corrective and preventative action plans.
• Collaboration & Engagement
• Collaborate with and create strategic relationships with business leaders.
• Facilitate periodic calibration sessions with leadership and other areas of operations to ensure consistency in the evaluation process.
• Monitor and review all Brightline communication channels, including our company intranet, bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed.
• Vendor & Technology Management
• Partner with and manage external vendors to execute evaluations, inspections, assessments and provide technology solutions; maintain relationships with vendor partners.
• Act as an administrator for all platforms and systems used to support Quality Assurance programs, training and standards, with “super user” knowledge and experience.
• Lead the relationship with third-party vendors, including but not limited to proposals, scope of work, contract terms, and monitor their performance.
• Assist with the configuration and ongoing administration of the quality monitoring software, survey systems, social sentiment, and other applications as identified by leadership team. Lead and/or participate in the RFP process if required.

Benefits

• Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees