Quality Assurance Manager - Guest Experience

Overview

Lead and improve QA program for guest experience, ensuring standards and continuous improvement.

Key Responsibilities

• system administration
• qa program design
• technology implementation
• data analysis
• vendor management
• software configuration

Tasks

-Review, fine-tune and establish protocols designed to ensure Brightline’s guest and team experiences are consistently meeting and exceeding expectations. -Act as an administrator for all platforms and systems used to support Quality Assurance programs, training and standards, with “super user” knowledge and experience. -This position has no supervisory responsibilities but may provide training and/or work direction to other teammates within the organization in the management and execution of their areas of responsibility. -Collaborate with and create strategic relationships with business leaders. -Establish and enhance operating procedures for Quality Assurance function including program execution, SOP creation, editing and roll out. -Facilitate periodic calibration sessions with leadership and other areas of operations to ensure consistency in the evaluation process. -Lead design and evolution of Global Quality Assurance Program; affirm business objectives, design & build future programs, establish new business processes, lead technology design & implementation efforts. -Monitor and review all Brightline communication channels, including our company intranet, bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed. -Lead the relationship with third-party vendors, including but not limited to proposals, scope of work, contract terms, and monitor their performance. -Partner with and manage external vendors to execute evaluations, inspections, assessments and provide technology solutions; maintain relationships with vendor partners. -Responsible for the execution of the Quality Assurance Program to include guest satisfaction survey, online reputation management, operational assessments, brand compliance of operational standards, food safety, OSHA and other topics. -Evolve and communicate the structure for the Quality Assurance Program – including goals, roles and expectations. -Analyze data with the ability to identify emerging trends among complex data and articulate innovative, clear and proactive approaches to problem solving. -Utilize ongoing data and metrics to strategize, execute and continually improve existing processes to meet and exceed goals. -Work with all locations and their team leaders to uphold established standards for guest service; ensure the highest possible degree of teammates compliance with published SOP’s. -Assist with the configuration and ongoing administration of the quality monitoring software, survey systems, social sentiment, and other applications as identified by leadership team. Lead and/or participate in the RFP process if required.

Requirements

• six sigma
• data analytics
• microsoft office
• qa platforms
• qa experience
• hospitality ops

What You Bring

-Familiarity with OSHA regulations, food safety standards, and brand compliance protocols. -Familiarity with Lean Six Sigma or other quality improvement methodologies, including SOP development, compliance audits, and guest experience evaluations, preferably in designing or implementing QA programs. -Strong background in data analytics, with the ability to interpret complex data sets and drive strategic decisions. -Excellent verbal and written communication skills and interpersonal skills for engaging with guests, teammates, stakeholders. and building strategic partnerships across departments. -Must be able and willing to work any shift or on weekends and holidays based on operational needs as necessary.  Brightline operates on a continuous, set schedule. -A bachelor’s degree is preferred but not required. -Strong organizational skills with the ability to manage multiple projects, and timelines. -Deep understanding of customer service standards and how to measure and enhance guest satisfaction. -Proficiency in Microsoft Office, including Excel, Word, and PowerPoint, and proficiency in QA Platforms (Rizepoint, Sassie, or similar) -Minimum of 3 years of quality assurance experience in a fast-paced, multi-functional hospitality or service environment. -Surface inconsistencies in quality and experience and conduct root cause analysis with corrective and preventative action plans. -Analytical mindset with a proactive approach to identifying root causes and implementing corrective actions. -Proven expertise in hospitality operations, and process optimization. Food and Beverage Operational experience is a plus.

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About Brightline Trains

-Founded to revolutionize American rail travel with high-speed, comfortable, and eco-friendly trains. -Brightline serves bustling corridors, providing efficient travel between key cities in Florida and soon beyond. -The company's trains are designed for speed, comfort, and luxury, offering amenities like spacious seats, Wi-Fi, and onboard refreshments. -With a focus on passenger experience, Brightline aims to reduce travel times while offering a sustainable alternative to car and air travel. -Notable projects include their expansion plans to connect more regions, including potential routes to the Northeast U.S. -Brightline’s modern stations offer a seamless journey, blending innovation with design for an elevated traveler experience.

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