Quality Assurance Manager - Guest Experience

Description

• 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.
• Lead the relationship with third-party vendors, including but not limited to proposals, scope of work, contract terms, and monitor their performance.
• Establish and enhance operating procedures for Quality Assurance function including program execution, SOP creation, editing and roll out.
• 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.
• 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.
• Analyze data with the ability to identify emerging trends among complex data and articulate innovative, clear and proactive approaches to problem solving.
• Partner with and manage external vendors to execute evaluations, inspections, assessments and provide technology solutions; maintain relationships with vendor partners.
• Act as an administrator for all platforms and systems used to support Quality Assurance programs, training and standards, with “super user” knowledge and experience.
• Collaborate with and create strategic relationships with business leaders.
• 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.
• Review, fine-tune and establish protocols designed to ensure Brightline’s guest and team experiences are consistently meeting and exceeding expectations.
• Evolve and communicate the structure for the Quality Assurance Program – including goals, roles and expectations.
• 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.
• Facilitate periodic calibration sessions with leadership and other areas of operations to ensure consistency in the evaluation process.

Requirements

• Strong organizational skills with the ability to manage multiple projects, and timelines.
• A bachelor’s degree is preferred but not required.
• Strong background in data analytics, with the ability to interpret complex data sets and drive strategic decisions.
• 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.
• Familiarity with OSHA regulations, food safety standards, and brand compliance protocols.
• Surface inconsistencies in quality and experience and conduct root cause analysis with corrective and preventative action plans.
• 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.
• Proven expertise in hospitality operations, and process optimization. Food and Beverage Operational experience is a plus.
• Excellent verbal and written communication skills and interpersonal skills for engaging with guests, teammates, stakeholders. and building strategic partnerships across departments.
• Analytical mindset with a proactive approach to identifying root causes and implementing corrective actions.
• Deep understanding of customer service standards and how to measure and enhance guest satisfaction.
• 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.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance