Quality Manager Jobs

About The Position

Requirements

• At least 5 years of related management experience, or an equivalent combination of education and experience.
• Ability to read, interpret, and clearly communicate documents and reports.
• Ability to accurately calculate figures, percentages, areas, and volumes.
• Ability to use common sense to solve routine and non-routine problems.
• Proficiency in Microsoft Office, internet applications, and order processing systems.
• Valid driver’s license with at least 3 years of driving history in the U.S.
• Commercial Applicator License (Core or equivalent), as required in the states where the employee operates.
• A valid Massachusetts CAT 41 License, or the ability to obtain one upon hire.

Responsibilities

• Oversee a portfolio of commercial branch accounts, including account setup, installations, cleanouts, and ongoing service.
• Serve as a resource for clients and field technicians, provide guidance, answer questions, and support issue resolution.
• Conduct proactive client follow-ups to promote satisfaction, retention, and loyalty.
• Address account-related escalations with Service Supervisors and Branch Managers.
• Perform annual account assessments, produce trend reports, and recommend actionable improvements.
• Oversee and participate in quality audits, ride-alongs, and service evaluations conducted by Quality Technicians.
• Prepare for and coordinate mobile audits, SOP compliance checks, and audit documentation.
• Identify operational trends and recommend improvements.
• Support Service Supervisors and technicians with operational standards, process updates, and best practices.
• Assist with training initiatives focused on account management, service quality, and customer experience.
• Maintain timely communication with the Branch Manager, Service Supervisors, and Operations leadership.
• Escalate issues promptly and communicate policy updates, process changes, and company news.
• Directly supervise Quality Technicians, including scheduling, performance management, coaching, and development.
• Conduct field observations and provide real-time feedback on quality standards and best practices.
• Partner with the Director of Quality on performance evaluations, goal setting, and talent development.
• Address performance concerns, including documentation and corrective action when necessary.
• Foster accountability, continuous improvement, and high performance within the quality team.

Benefits

• Support for employee growth
• A collaborative and accountable team environment