Quality Assurance Specialist (Non-Profit) - New York City

AHRC NYC•New York, NY

25d•Onsite

About The Position

AHRC New York City is seeking a Quality Assurance Specialist for its Hudson River division. Working under the direction of the Regional Manager QA, the position conducts field inspections and procedural compliance reviews to verify that services meet contract specifications and that managers and supervisors follow established procedures. The role documents inspections, reports deficiencies, tracks corrective actions and management progress, and verifies that corrections are completed and sustained in support of the HRS Quality Assurance Plan and Cleaning Industry Management Standard (CIMS) processes. At least 80% of work time is expected to be spent in the field at HRS service locations. Field work includes scheduled and unannounced visits, inspections, record reviews, observation of employee work, and verification of management follow-through. Remaining work supports reporting, inspection planning, and action tracking. The schedule is Monday through Friday, 9:00 a.m. to 5:00 p.m., for 35 hours per week, with flexibility required to inspect services during early morning, evening, overnight, and weekend hours as assigned. The employee may be required to back up operations when directed. Compensation is $66,300 per year, plus a comprehensive benefits package. The position coordinates with Regional Managers, Assistant Regional Managers, site managers, forepersons, and other designated staff. Managers and supervisors retain responsibility for daily operations, employee supervision, and implementation of corrective actions. The Quality Assurance Specialist reinforces HRS craftsmanship through objective observation, clear reporting, consistent follow-up, and respectful interactions with employees, including employees with intellectual and developmental disabilities.

Requirements

Experience in commercial cleaning or facility services, including inspection, site supervision, quality assurance, or comparable field responsibilities.
Knowledge of cleaning methods, floor care, service frequencies, contract scopes of work, worker schedules, and site documentation.
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, and willingness and ability to learn HRS systems.
Clear written and verbal communication, effective organization, sound judgment, and 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.
Valid New York State driver’s license held for at least one year, and ability to comply with AHRC NYC driving requirements.
Personal vehicle available for business travel, with required vehicle registration and insurance consistent with agency policy.
Ability to travel throughout the assigned HRS service area and work a flexible schedule to inspect services during the hours they are performed.

Nice To Haves

Experience working across multiple accounts.
Familiarity with CIMS processes.

Responsibilities

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, documenting 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 against 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.
Review worker schedules for accuracy, completeness, site availability, and alignment with approved service requirements; compare scheduled coverage with observed staffing and report gaps or discrepancies.
Review sign-in sheets for required entries, completeness, legibility, and consistency with schedules and observed attendance; identify discrepancies and refer them for management review and resolution.
Verify employee adherence to approved attendance, clock-in and clock-out, and call-out procedures through observation and authorized record review; report discrepancies through established channels.
Check periodic service schedules and completion records to verify required work is performed, documented, and followed up when delayed or missed.
Review site operations and Communication Log Books for required scopes of work, schedules, site maps, contact and escalation information, sign-in materials, 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 and maintain factual evidence of compliance or deficiencies.
Report deficiencies promptly to the responsible Regional Manager and Regional Manager QA, clearly documenting requirements, observed conditions, locations, and evidence.
Maintain a tracker of findings, responsible managers, agreed actions, due dates, status, and follow-up results; monitor progress on corrective actions and assigned process requirements.
Conduct follow-up visits or review supporting records to verify completion; close findings only after verification and document recurring issues or 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 and provide evidence-based observations to support management decisions.
Communicate professionally, seek clarification of observed discrepancies, respect employee dignity, and maintain confidentiality of personnel and customer information.
Plan field visits with the Regional Manager QA based on assigned accounts, inspection requirements, outstanding findings, customer concerns, and performance gaps.
Keep inspection records and action trackers current in Janitorial Manager and other approved HRS systems; maintain organized records supporting internal reviews and CIMS assessments.
Provide regular summaries to the Regional Manager QA on inspection completion, quality results, procedural compliance, management progress, overdue actions, and recurring findings.
Support QA team reviews and CIMS evidence collection within assigned responsibilities, and recommend improvements to inspection checklists or reporting methods when requirements or service conditions change.
Perform other related duties within the position’s quality inspection, procedural compliance, reporting, and follow-up responsibilities.
Maintain at least 80% field presence, complete assigned inspections and compliance reviews on schedule, produce accurate and timely records, keep action status current, verify corrections, escalate unresolved issues, identify repeat deficiencies, and provide timely progress summaries.

Benefits

Low-cost, high-quality medical insurance with single and family plans
Paid sick, personal, and vacation time
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
Business-use reimbursement for an authorized personal vehicle, in accordance with AHRC NYC reimbursement policy