Quality Assurance Specialist

• • Play a critical role in supporting quality assurance and compliance efforts across the Primrose system
• • Serve as an operational partner to the Director of Quality Assurance & Compliance
• • Monitor, track, document, and resolve issues impacting health, safety, licensing, and brand standards
• • Ensure concerns are addressed promptly and compliance-related processes are executed consistently and effectively
• • Monitor incoming concerns, online reviews, and operational requests, ensuring timely review, prioritization, and appropriate escalation
• • Partner with internal teams and field support to coordinate responses, follow-up actions, and resolution of concerns
• • Manage cases through investigation, documentation, follow-up, and resolution while maintaining accurate records of actions and outcomes
• • Communicate case updates and key information to stakeholders and elevate emerging trends or recurring issues as appropriate
• • Support the Issues Management process through intake, fact gathering, documentation, and coordination of compliance-related matters
• • Coordinate escalation of significant issues to the Issue Response Team, ensuring information is complete, accurate, and appropriately documented
• • Monitor open issues, track status updates, and follow up with stakeholders to support timely resolution and accountability
• • Assist with the development and distribution of compliance-related communications and notifications in partnership with internal stakeholders
• • Maintain organized, audit-ready records and documentation related to compliance, issue management, and quality assurance activities
• • Utilize company systems to enter, update, and manage compliance-related data, ensuring accuracy, consistency, and completeness
• • Generate routine and ad hoc reports that provide visibility into trends, risks, issue status, and resolution timelines
• • Support the continuous improvement of tools, templates, workflows, resources, and training materials that strengthen quality assurance, safety, and brand standards
• • Collaborate with cross-functional teams to support issue resolution, process improvement, and system-wide quality initiatives

• Bachelor's degree required; degree in Business, Communications, Education, or a related field preferred
• 2-4 years of experience in quality assurance, compliance, operations, issue management, or a related field
• Experience in a franchise, multi-unit, or regulated environment preferred
• Experience working with case management, CRM, feedback, or reporting platforms preferred
• Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines simultaneously
• High attention to detail and commitment to maintaining accurate documentation and records
• Effective verbal and written communication skills with the ability to provide clear, professional, and timely updates
• Sound judgment and the ability to handle sensitive or escalated matters with discretion and professionalism
• Analytical mindset with the ability to identify trends, monitor data, and elevate relevant insights
• Collaborative and proactive approach to problem solving, with the ability to build effective working relationships across teams
• Proficiency in Microsoft Office applications and experience working with data tracking and reporting tools

Demonstrates expertise in quality assurance and compliance management, with a strong focus on issue resolution, documentation accuracy, and stakeholder communication. Proficient in utilizing data tracking and reporting tools to monitor trends and support continuous improvement initiatives.

• Quality Assurance
• Compliance Management
• Issue Management
• Data Tracking
• Effective Communication

• Quality Assurance
• Compliance Management
• Issue Management
• Data Analysis
• Documentation Management

• Organizational Skills
• Attention to Detail
• Sound Judgment
• Collaborative Problem Solving
• Effective Communication

• Franchise Environment
• Multi-Unit Operations
• Regulated Environment
• Audit-Ready Records
• Continuous Improvement

• Case Management Systems
• CRM Platforms
• Reporting Tools
• Microsoft Office