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

AHRC NYC•New York, NY

24d•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 specialist conducts field inspections and process-compliance reviews to verify that HRS 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. This work supports 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, quality inspections, site-record reviews, observation of employee work, and verification of management follow-through. Remaining time is devoted to reporting, inspection planning, and tracking outstanding actions. The role 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 implementing corrective actions. The schedule is Monday through Friday, 9:00 a.m. to 5:00 p.m., for 35 hours per week, with flexibility required to observe services during early morning, evening, overnight, and weekend hours as assigned. The position may be asked to back up operations. The specialist reinforces HRS craftsmanship through objective observation, clear reporting, consistent follow-up, and respectful interactions, including with employees with intellectual and developmental disabilities. Compensation is $66,300 per year, plus a comprehensive benefits package. The position requires travel throughout the assigned HRS service area using a personal vehicle for business travel; authorized use is reimbursed under AHRC NYC policy.

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 compliance 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; record specific observations, locations, and photographs when appropriate and permitted.
Inspect routine cleaning, periodic services, floor care, and other assigned work for completeness and quality, comparing observed conditions with 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, and report missed or incomplete inspections 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; refer missing entries, unexplained changes, and other discrepancies for management review.
Verify employee adherence to approved attendance, clock-in, clock-out, and call-out procedures through observation and authorized record review; report discrepancies through established channels.
Check periodic service schedules and completion records; verify required work is performed, documented, and followed up when delayed or missed.
Review site operations and Communication Log Books for current scopes of work, worker and periodic 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.
Promptly report deficiencies to the responsible Regional Manager and Regional Manager QA, clearly describing the requirement, observed condition, location, and evidence.
Track findings, responsible managers, agreed actions, due dates, status, and follow-up results; conduct follow-up visits or review supporting records to verify completion.
Close findings only after corrections have been verified; document recurring issues and ineffective corrections, and escalate overdue actions, repeated deficiencies, missed inspections, and unresolved procedural gaps to the Regional Manager QA and Director of Operations.
Identify patterns across accounts, including recurring service deficiencies, schedule discrepancies, incomplete records, and missed periodic work, and provide evidence-based observations to support management decisions.
Communicate professionally with employees and managers, seek clarification of observed discrepancies, respect employee dignity, and protect the 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 identified performance gaps.
Keep inspection records and action trackers current in Janitorial Manager and other approved HRS systems; maintain organized, traceable records that support 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.

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
Authorized business use of a personal vehicle reimbursed according to AHRC NYC policy