Quality Assurance and Tenant Services Coord

Quality Assurance Specialist

Provides quality assurance support within a Class A office campus environment to ensure white-glove service standards, customer expectations, and company standards are consistently met. This role is responsible for conducting detailed inspections, identifying service deficiencies, documenting findings in our quality assurance platform, and supporting tenant satisfaction through proactive communication and follow-up. This role is highly focused on detail, customer service, proactive communication, and daily execution support for site leadership.

Essential duties and responsibilities include the following, (other duties may be assigned):

• Maintains a working knowledge of all company standards, contract requirements, scope expectations, and expectations for Class A office buildings.
• Supports adherence to the Quality Assurance Program is being followed consistently and that all inspection and documentation requirements are completed accurately and on time.
• Conducts regular and detailed inspections of offices, conference rooms, restrooms, lobbies, elevators, breakrooms, kitchens, high-touch areas, and other interior spaces using a critical and discerning eye.
• Serves as a visible quality assurance presence within the buildings and proactively checks priority areas, complaint-prone spaces, and high-visibility tenant areas.
• Identifies service deficiencies early and either documents and escalates issues for corrective action or addresses minor touch-up items where appropriate, in alignment with site leadership direction.
• Acts as a liaison for tenant-facing service concerns by communicating professionally, gathering feedback, and helping ensure timely resolution of issues.
• Supports proactive communication with site leadership regarding building conditions, service trends, repeat issues, and priorities requiring additional attention.
• Uses the computer to access Outlook, Word, Excel, PDFs, and other systems needed to monitor, prepare, and communicate quality, training, and compliance information.
• Prepares and distributes daily or routine quality reports, inspection summaries, issue logs, and follow-up documentation as directed by site and divisional leadership.
• Supports leadership with training reinforcement by identifying gaps in execution, work quality, quality assurance platform usage, and service expectations.
• Assists with onboarding support, field coaching, and reinforcement of cleaning standards as needed.
• Maintains a strong understanding of detail work expectations, including dusting, touchpoint cleaning, conference room presentation, restroom presentation, and overall appearance standards expected in Class A office environments.
• Uses sound judgment, tact, and diplomacy in handling complaints, service concerns, and interactions with customers, tenants, and employees.
• Demonstrates regular, predictable attendance at the assigned location and maintains a visible, professional presence throughout the campus.
• Assists with special projects and assumes responsibility for quality-related assignments as directed by site or divisional leadership.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Minimum of a high school diploma or general education degree (GED) and one to three years of related experience and/or training; or equivalent combination of education and experience. Must be at least 18 years of age.

Must be able to perform basic computer activities, including using Microsoft Word, Excel, Outlook Web, and other computer knowledge. Basic knowledge of Payroll reporting and Kronos is a bonus, but not a requirement.

Ability to read and interpret documents and communicate effectively in English as required for the role. Ability to write routine reports and correspondence in English.

Ability to add, subtract, multiply and divide in liquid units of measure, using whole numbers, common fractions and decimals.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

No certifications needed.

This job has no supervisory responsibilities.

The work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be exposed to…