Quality Assurance Supervisor

Overview

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.

Responsibilities

 Proactive Account Inspections & Quality Checks
• 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.

Complaint Resolution & Client Communication
• 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.

Account Startups & New Site Onboarding
• 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.

Restaffs, Coverage & Staffing Continuity
• 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.

Qualifications

Education & Experience
• High school diploma or GED required; Associate's or Bachelor's degree in Business, Operations, or a 
related field preferred.
• Minimum 1–2 years of supervisory or lead experience in janitorial, facilities management, or a related 
service industry.
• Prior experience managing multiple accounts or locations simultaneously strongly preferred.

Skills & Competencies
• 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.
• Bilingual (English/Spanish) a plus given workforce composition.

Physical & Availability Requirements
• Must be available to work afternoon and evening hours, including weekends and occasional holidays 
based on account demands.
• 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.