Quality Manager

The Role:

The Quality Manager ensures all homes meet Integrity Rental Service (IRS) and True Homes standards for quality, safety, and presentation by leading the Turn-Ready Technician, Maintenance Technicians, and Maintenance Coordinator while remaining actively involved in property walks, turn readiness, quality control, issue resolution, tenant orientations, and inspections. This role drives timely maintenance execution, ensures homes are market-ready for showings and move-ins, and partners with leasing and operations to support occupancy goals and a high-quality resident experience. As a leader, the Quality Manager mentors and holds the team accountable, while modeling the True Difference Culture, demonstrating True North Leadership, and representing the company with integrity, professionalism, and strong execution.

Responsibilities:

• Establishes team congruency with the True Difference Culture while leading and developing the Turn-Ready Technician, Maintenance Technicians, and Maintenance Coordinator
• Demonstrates leadership consistent with the True North Leadership (TNL) Platform through daily execution, communication, and accountability
• Conducts routine community walks and comprehensive property inspections (occupied, vacant, bi-annual, and post-turn) to ensure quality, safety, curb appeal, and adherence to HOA and company standards; identifies deficiencies and ensures timely resolution
• Oversees and participates in maintenance execution by diagnosing issues, performing repairs within skillset, and ensuring first-time resolution while holding the team accountable for timely, high-quality completion of work orders and turns
• Manages scheduling and coordination of maintenance activities, including direct tenant communication for access, efficient routing, and oversight of third-party vendors to ensure quality and adherence to timelines
• Performs final quality inspections and formally releases homes to leasing once market-ready standards are met, ensuring consistency in presentation and readiness for showings and move-ins
• Schedules and conducts tenant move-in orientations, clearly setting expectations for home care, maintenance responsibilities, and tenant portal usage to support a strong resident experience
• Communicates proactively with property management, leasing, and internal teams regarding property condition, risks, delays, and readiness status
• Maintains accurate, up-to-date documentation in AppFolio, including inspections, work order statuses, and quality notes
• Monitors and enforces timelines for turns, work orders, and readiness to minimize vacancy loss and support occupancy goals
• Identifies trends in maintenance and quality issues, implementing preventative maintenance strategies and process improvements to reduce long-term costs
• Manages supplies, inventory, and company tools responsibly, ensuring proper use and cost control
• Participates in on-call rotation, responds to emergencies professionally, and delivers excellent customer service to residents
• Performs other duties as needed to support property quality, team performance, and portfolio success

Qualifications:

• High School diploma or equivalent
• Minimum of 3-5 years of experience in residential property management, maintenance operations, or construction required, preferably with single-family rental (SFR) properties
• Ability to be on-call during weekends and non-traditional holidays if needed
• Proven ability to lead maintenance teams
• Strong working knowledge of residential systems, including plumbing, electrical, HVAC, appliances and general construction
• Experience with property management software preferred (AppFolio or similar)
• Ability to prioritize multiple projects, adapt to changing schedules, and work independently with a high level of accountability
• Valid driver's license, current automobile insurance, and reliable personal transportation or ability to drive company vehicle required for daily travel in all markets

General Requirements:

• Knowledge of federal fair housing laws and any applicable local housing provisions
• Ability to read, write, and understand English
• Ability to use a personal computer, iPad, AppFolio Management Module or other computer tracking systems and Property Management software
• Excellent customer service and interpersonal skills; ability to relate to others and defuse situations involving angry or difficult people
• Professional verbal and written communication skills; ability to effectively communicate with a diverse workforce
• Strong organizational and time-management skills; ability to set, manage and consistently meet goals and deadlines
• Ability to perform basic mathematical functions
• Ability to multi-task and make effective decisions and analyze and resolve problems
• Ability to work in a fast-paced, ever-changing environment must be adaptable and flexible
• Ability to maintain confidentiality
• Excellent attention to detail and work independently
• Ability to drive between jobs during workdays
• Comply with all company policies and procedures
• Demonstrate the qualities and character traits as defined in the True Difference

Physical Requirements:

• Ability to ascend and descend stairs and ladders
• Ability to lift up to 50 pounds without assistance
• Standing, walking, and/or sitting for extended periods of time
• Frequent climbing and reaching
• Moderate stooping, kneeling, crawling, pushing, pulling, lifting, talking, and hearing
• Sustains substantially recurring movement to fingers, hands, wrists, legs, and feet
• Ability to use standard maintenance equipment
• Ability to operate assigned equipment and vehicles
• Work and/or walk on various types of surfaces

Working Conditions:

While performing the duties of this position, the associate is regularly exposed to outside weather conditions, which may include wet and/or humid conditions, and extreme cold or extreme heat