Position Overview The Quality Assurance Manager plays a critical role in ensuring every completed job meets company quality standards, customer expectations, and revenue requirements. This position is responsible for conducting post-job quality inspections, validating proper documentation, confirming customer satisfaction, securing outstanding payments, and driving positive customer reviews.
This role serves as the final quality and customer experience checkpoint between operations and sales, ensuring work completed in the field translates into satisfied customers, protected revenue, and a strong brand reputation.
Location: Field-based (Assigned Territory)
Key Responsibilities
Quality Inspections & Compliance Conduct post-completion quality inspections for every completed job within the assigned territory Verify all work was completed according to standards and scope of work Confirm installations, repairs, or services are clean, functional, and professionally executed Identify deficiencies or quality concerns and coordinate corrective action
Documentation & System Verification Ensure required photos are taken and properly uploaded Validate job notes and documentation are accurate and complete Confirm technicians followed required processes and checklists
Customer Satisfaction & Experience Meet with customers after job completion to confirm satisfaction Address questions or concerns to prevent callbacks or escalations Reinforce professionalism, trust, and service value
Revenue Protection & Collections Collect any outstanding balances at time of inspection Ensure payments are processed and documented correctly Escalate unresolved payment issues to leadership
Reviews & Reputation Management Request customer reviews through approved platforms Guide customers through the review process professionally Share customer feedback trends with leadership
Reporting & Continuous Improvement Provide performance feedback to leadership Track inspection outcomes and quality trends Support continuous improvement initiatives
Qualifications Experience in quality assurance, inspections, or home services operations Strong customer service and communication skills Ability to collect payments and handle customer objections Proficiency with mobile apps, CRM systems, and photo documentation Valid driver’s license and reliable transportation
Performance Metrics Inspection completion rate Customer satisfaction and reviews generated Reduction in callbacks or rework