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

• Conduct scheduled and unannounced inspections at assigned accounts using the approved HRS Quality Assurance Plan, contract scope of work, service frequencies, and inspection criteria.

• 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 supporting photographs when appropriate and permitted.
• Inspect routine cleaning, periodic services, floor care, and other assigned work for completeness and quality. Compare 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. Identify missed or incomplete inspections and report them to the Regional Manager QA.

• Review worker schedules for accuracy, completeness, availability at the site, and alignment with approved service requirements. Compare scheduled coverage with observed staffing and report unaddressed gaps or discrepancies.

• Review worker schedules for accuracy, completeness, availability at the site, and alignment with approved service requirements. Compare scheduled coverage with observed staffing and report unaddressed gaps or discrepancies.
• Review sign-in sheets for required entries, completeness, legibility, and consistency with schedules and observed attendance. Identify missing entries, unexplained changes, and other discrepancies; refer issues for management review and resolution.
• Verify that employees follow approved attendance, clock-in and clock-out, and call-out procedures through observation and authorized review of records. Report discrepancies through established channels; payroll corrections and formal personnel actions remain with authorized staff.
• Check periodic service schedules and completion records. Verify that 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 schedules, periodic schedules, site maps, contact and escalation information, sign-in materials, applicable 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. Compare documented requirements with actual site practice and maintain factual evidence of compliance or deficiencies.

• Report deficiencies promptly to the responsible Regional Manager and Regional Manager QA. Describe the requirement, observed condition, location, and evidence clearly so the manager can determine and implement the correction.
• Maintain a tracking record of findings, responsible managers, agreed actions, due dates, status, and follow-up results. Track regional manager progress on corrective actions and assigned process requirements.
• Conduct follow-up visits or review appropriate supporting records to verify completion. Close findings only when the correction has been verified; document recurring issues and 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, including recurring service deficiencies, schedule discrepancies, incomplete records, and missed periodic work. Provide evidence-based observations to support management decisions.
• Communicate professionally with employees and managers. Seek clarification of observed discrepancies, respect employee dignity, and maintain confidentiality of per

Qualifications

• Experience in commercial cleaning or facility services, including inspection, site supervision, quality assurance, or comparable field responsibilities. Experience working across multiple accounts is preferred.
• Knowledge of cleaning methods, floor care, service frequencies, contract scopes of work, worker schedules, and site documentation. Familiarity with CIMS processes is preferred.
• 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; willingness and ability to learn HRS systems.
• Clear written and verbal communication, effective organization, sound judgment, and the 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.
• Must hold a valid New York State driver’s license and have held that license for at least one year. Must comply with AHRC NYC driving requirements.
• Must have a personal vehicle available for business travel and maintain required vehicle registration and insurance consistent with agency policy. Authorized business use of the personal vehicle will be reimbursed in accordance with AHRC NYC reimbursement policy.
• Ability to travel throughout the assigned HRS service area and work a flexible schedule to inspect services during the hours they are performed.