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Quality Manager

Braman Termite & Pest Elimination
Waltham, USA
Full-time
Entry
Onsite
Discovered 2 months ago

Full Job Posting

  • Own a portfolio of commercial branch accounts, overseeing setup, installations, cleanouts, and ongoing service.
  • Serve as a go-to resource for clients and field technicians, providing guidance, addressing questions, and supporting issue resolution.
  • Conduct proactive client follow-ups to ensure satisfaction, retention, and loyalty.
  • Address account-related escalations in partnership with Service Supervisors and Branch Managers.
  • Perform annual account assessments, generate trend reports, and provide actionable insights for improvement.
  • Oversee and participate in quality audits, ride-alongs, and service evaluations conducted by quality technicians to ensure consistency and accuracy.
  • Prepare for and coordinate mobile audits, SOP compliance checks, and audit documentation.
  • Identify operational trends and proactively recommend improvements.
  • Support Service Supervisors and technicians in operational standards, process updates, and best practices.
  • Assist with training initiatives, focusing on account management, service quality, and customer experience.
  • Maintain clear, timely communication with Branch Manager, Service Supervisors, and Operations leadership.
  • Escalate issues promptly and ensure information flow regarding policy updates, process changes, and company news.
  • Directly supervise Quality Technicians, including scheduling, performance management, coaching, and development.
  • Conduct regular field observations and provide real-time feedback to reinforce quality standards and best practices.
  • Partner with the Director of Quality on performance evaluations, goal setting, and talent development.
  • Address performance concerns proactively, including documentation and corrective action when necessary
  • Foster a culture of accountability, continuous improvement, and high performance within the quality team
  • Problem Solving & Analysis: Identifies operational issues, develops solutions, and drives account improvement.
  • Project Management: Plans, coordinates, and executes audits, installs, and account activities efficiently.
  • Customer Service: Maintains strong client relationships and addresses concerns promptly.
  • Technical & QA Skills: Performs audits, ride-alongs, and quality assessments accurately.
  • Communication & Collaboration: Engages effectively with branch leadership and field staff.
  • People Leadership: Effectively manages, coaches and develop team members to achieve performance and quality standards.
  • Accountability: Holds self and team accountable for service quality, compliance and client outcomes.
  • Change Management & Initiative: Adapts to process changes and proactively seeks improvement opportunities.
  • Organizational Support & Ethics: Upholds company values, policies, and ethical standards.
  • Education/Experience: Minimum of 2 years related experience or equivalent combination of education and experience.
  • Language Ability: Ability to read, interpret, and communicate documents and reports clearly.
  • Math Ability: Ability to calculate figures, percentages, areas, and volumes accurately.
  • Reasoning Ability: Ability to apply common sense to solve routine and non-routine problems.
  • Computer Skills: Proficiency in Microsoft Office, Internet applications, and order processing systems.
  • Certificates/Licenses:
  • Valid driver’s license with minimal violations.
  • Commercial Applicator License (Core or equivalent) as required in the states in which the employee operates.
  • Frequently work outdoors and in various customer locations
  • Noise levels are typically moderate
  • Exposure to weather and environmental conditions may occur.
  • Regularly required to sit, stand, walk, squat, reach, talk and hear.
  • Lifting is required occasionally, up to 50lbs.
  • Must be able to drive safely and perform on-site inspections

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