SUMMARY:

Reporting to a dedicated Division Vice President and in coordination with Senior Executive Leaders and the Business Development Manager, the Quality Assurance Administrator will carry out quality assurance and administrative duties in support of daily operational needs. Assists with and maintains all aspects of quality assurance and brand awareness, including customer focus, site management, frontline employees, divisional leadership, culture, risk, safety, and other operational initiatives. This role will function primarily as a remote role, working from home, but will attend conference calls and video calls frequently. Minimal travel may be required for this role, with the approval of management.

Job Duties and Responsibilities:

Includes the following, but is not limited to:

QUALITY ASSURANCE

• Aids in and drives the company's continuous improvement initiatives to make measurable improvements in cost, quality, morale, retention, and service.
• Manages the build, reporting, and overall use of our quality assurance platforms. Manages all aspects of the technology with support from other Executive Leadership:
  • Maintains vendor contact with third party quality assurance platform and oversees our billing.
  • Manages the build, review, and ongoing maintenance of QA platforms across all divisions to ensure that locations are inputting information and inspections per company requirements in conjunction with operational needs.
• Creates and provides reports on compliance for Training Programs put in place by the Director of Training.
• Reports compliance and quality assurance findings to Executive Leadership Team
  • Analyzes and reports on Quality Assurance statistics to Executive Leadership Team for use in improving our operations, customer support, etc.
• Aids in the development of training for Site Managers and Executive Leadership Team to ensure compliance, program understanding/knowledge, skillsets, and growth of others.
• Coordinates with Executive Leadership Team to research and implement new quality assurance technologies, processes, and standards to better our overall service delivery.
• Coordinates on the reporting from quality assurance platforms, technologies, and metrics nationwide, including but not limited to OPS360, SMART, Teams, Outlook, SharePoint, etc.
• Aids in the creation of follow-up plans needed to improve quality assurance on a national and site level.
• Manages reporting, compliance, and quality assurance metrics of culture programs and initiatives to aid in the implementation and improvements made nationwide
• Reviews and Proofreads training documents, videos, etc. to ensure training is clear, meets company standards, is appropriate for the audience.
• Tracks and reports Manager Turnover.
• Provides annual compliance reports to Divisional Leaders.

ADMINISTRATIVE DUTIES

• Coordinates with Executive Leadership Team on all administrative tasks in relation to startups, closures, meetings and events, purchases, etc.
• Responds to and handles confidential and sensitive information with poise, tact, and diplomacy.
• Manages and maintains customer contacts and site-level contacts.
• Screens incoming calls to the Executives via the main call line, determining the nature of the call and whether or not it requires the attention of the Executive. Whenever possible, responds to the caller directly based on knowledge of the Executive's preferences, priorities, availability, etc.
• Participates and contributes to brainstorming and Strategic Planning meetings and calls that directly correlate with the company's continued growth and success.

• Assists with identifying, researching and communicating cost-saving and innovative operational options
• Assists in yearly budget preparation.
• Participates in required meetings or conference calls coordinated by Executive Leadership Team
• Monitors their own business expenses and submits expense reports to CSC weekly or as needed.

Qualifications

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

• EDUCATION AND EXPERIENCE:
  • Minimum one year of experience supporting a senior-level corporate executive preferred, or similar prior experience.
  • Bachelor's degree or an equivalent combination of education and experience required.
• COMPETENCIES AND SKILLS: Professional communication skills (oral, written, presentation). Proven executive level interpersonal skills. Excellent organizational skills, detail oriented, and able to multitask in a fast- paced Meticulous grammar, writing, editing, and communication skills required. Demonstrated ability to communicate, problem solve and meet deadlines in a fast-paced environment. Demonstrated ability to maintain confidentiality. Demonstrated ability to work with executives and to coordinate a high volume of diverse assignments, effectively handle competing priorities, and maintain attention to detail. Demonstrated good judgment in making independent decisions on matters of high importance or consequence to the general business operation of a corporation.
• COMPUTER SKILLS: Must be able to perform basic computer activities, including using Word and Excel, processing e-mails with attachments and receiving training via the computer. Knowledge of SharePoint is a plus, although not a requirement. Good PC skills (Excel, PowerPoint, Word,etc. ).
• LANGUAGE ABILITY: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, the public, or employees of organization.
• MATH ABILITY: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and Ability to compute rate, ratio, and percent and to draw and interpret bar graphs, pie charts, and other reporting materials.
• CERTIFICATES AND LICENSES: No certifications
• REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Responsibilities

This role does not have any supervisory responsibilities.

Work Environment

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

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the 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 is regularly required to sit or stand at a desk and work on a computer use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee may frequently lift and/or move more than 20 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception, and Ability to adjust focus.

Travel Requirements

Minimal travel may be required for this role, with management approval.