What are the responsibilities and job description for the Quality Assurance Manager position at Merry Maids®?
Company Description Merry Maids® provides professional home cleaning services that help customers reclaim valuable time and enjoy the activities they love. The company focuses on restoring balance in customers’ lives by reliably caring for their homes. Team members are considered an essential part of the Merry Maids family and are supported with growth and development opportunities. Employees receive competitive pay and a variety of benefits, reflecting the company’s commitment to their long-term success. Candidates can learn more about career opportunities and apply online at merrymaidscareers.careerplug.com.
Role Description The Quality Assurance Manager is a full-time, on-site role based in Towson, MD, responsible for monitoring and maintaining high service standards across cleaning operations. This role oversees quality inspections in customers’ homes, reviews service performance, and ensures adherence to company policies, safety protocols, and cleaning procedures. The Quality Assurance Manager will coach and train team members, provide feedback on service quality, and collaborate with supervisors to address performance issues and implement improvements. Daily responsibilities include analyzing customer feedback, resolving service concerns, documenting quality metrics, and developing action plans to enhance consistency and customer satisfaction. The role also partners with leadership to refine quality guidelines, support onboarding, and promote a culture of continuous improvement.
Qualifications
Role Description The Quality Assurance Manager is a full-time, on-site role based in Towson, MD, responsible for monitoring and maintaining high service standards across cleaning operations. This role oversees quality inspections in customers’ homes, reviews service performance, and ensures adherence to company policies, safety protocols, and cleaning procedures. The Quality Assurance Manager will coach and train team members, provide feedback on service quality, and collaborate with supervisors to address performance issues and implement improvements. Daily responsibilities include analyzing customer feedback, resolving service concerns, documenting quality metrics, and developing action plans to enhance consistency and customer satisfaction. The role also partners with leadership to refine quality guidelines, support onboarding, and promote a culture of continuous improvement.
Qualifications
- Experience in quality assurance or quality control within service, hospitality, or cleaning industries, with the ability to establish and manage performance standards.
- Strong leadership and team coaching skills, including training staff, giving constructive feedback, and fostering accountability and engagement.
- Excellent organizational, time management, and problem-solving abilities to handle multiple inspections, follow up on issues, and implement solutions.
- Clear written and verbal communication skills for interacting with customers, team members, and management and preparing quality reports.
- Customer service orientation, with a focus on building trust, addressing concerns promptly, and enhancing overall customer experience.
- Basic proficiency with office software and mobile applications for tracking quality metrics, scheduling, and documentation.
- High attention to detail and commitment to safety and compliance with company standards and local regulations.
- Previous supervisory experience and a background in residential cleaning or related services are preferred.
- High school diploma or equivalent required; additional training or education in management or quality systems is a plus.