Quality Assurance Supervisor

ABM•Nashville, TN

14d•Onsite

About The Position

The Quality Assurance Supervisor is responsible for overseeing evening and after-hours janitorial operations across multiple client locations. This role partners closely with the Field Operations Manager to ensure service quality, staffing continuity, contract compliance, and client satisfaction. The supervisor conducts account inspections, responds to service issues, supports employee onboarding and training, manages staffing coverage needs, and serves as the primary operational point of contact during PM shift hours. Success in this role requires strong leadership, problem-solving skills, effective communication, and the ability to manage multiple accounts while maintaining ABM's service standards and commitment to client satisfaction.

Requirements

High school diploma or GED required
Minimum 1–2 years of supervisory or lead experience in janitorial, facilities management, or a related service industry.
Strong organizational and time management skills — ability to manage multiple site visits and concurrent issues across a geographic territory.
Effective verbal and written communication; comfortable interfacing with building management, clients, and frontline staff.
Demonstrated ability to problem-solve and make sound decisions independently during after-hours operations.
Proficiency with mobile devices and basic software applications for reporting and communications.
Valid driver's license and reliable personal transportation required
Ability to walk, stand, bend, and lift up to 50 lbs. regularly in the course of site inspections and handson coverage.
Must maintain a professional appearance and represent ABM positively at all client locations.

Nice To Haves

Associate's or Bachelor's degree in Business, Operations, or a related field preferred.
Prior experience managing multiple accounts or locations simultaneously strongly preferred.
Bilingual (English/Spanish) a plus given workforce composition.

Responsibilities

Conduct scheduled and unannounced site visits across assigned accounts during PM-shift hours to verify cleaning standards and contract compliance.
Perform walkthroughs of all assigned areas including restrooms, common areas, suites, lobbies, and specialized spaces, documenting findings with inspection forms or a designated mobile platform.
Identify deficiencies in cleaning quality, safety hazards, or supply shortages and take immediate corrective action or escalate to the Field Operations Manager as appropriate.
Maintain a written log of all site visits, including time of arrival, areas inspected, findings, and any corrective steps taken.
Confirm that cleaning staff are on-site, working in assigned areas, and adhering to scope of work and building-specific protocols.
Serve as the first point of contact for after-hours client complaints, service failures, or urgent requests received through building management, tenants, or on-site staff.
Respond to complaints promptly, professionally, and with a solutions-focused approach — addressing issues in real time when possible.
Document all complaints and resolutions thoroughly and communicate outcomes to the Field Operations Manager the same shift or before the start of the following business day.
Follow escalation procedures when issues cannot be resolved independently, ensuring the Field Operations Manager and/or client are notified without delay.
Build positive working relationships with building security, property managers, and on-site contacts to facilitate smooth PM-shift operations.
Support Field Operations Managers in the launch of new janitorial contracts by being on-site during the initial shifts of service to ensure a smooth transition.
Orient new cleaning staff to the site layout, scope of work, key entry/access procedures, alarm codes, supply storage locations, and account-specific cleaning protocols.
Confirm all required equipment, supplies, and consumables are in place and accessible prior to the first shift of service.
Monitor team performance closely during the startup period and provide real-time coaching and redirection as needed.
Report startup progress, workforce readiness, and any outstanding action items to the Field Operations Manager at the close of each startup shift.
Manage call-outs, no-shows, and staffing gaps by identifying and deploying available backfill labor in coordination with the Field Operations Manager.
Work with staffing partners or internal resources to secure replacement coverage for open shifts, ensuring account coverage is maintained without service interruption.
Be available to perform hands-on cleaning work to cover critical gaps when no replacement staffing is immediately available.
Communicate all restaff activity — including which accounts were affected, who was deployed, and the outcome — to the Field Operations Manager on a per-shift basis.
Maintain awareness of labor availability across the account portfolio and proactively flag chronic staffing risk accounts to the Field Operations Manager before gaps escalate.