Quality Control Coordinator

About the job

Reports To: Owner / Office Manager

Department: Operations

Employment Type: Full-time

Compensation: To be determined by Merry Maids of Tulsa management

Job Summary

The Quality Control Coordinator is responsible for ensuring that every home cleaned by Merry Maids of Tulsa meets the company's quality standards. This role partners closely with field cleaning staff to set and reinforce expectations, supports the hiring and training of new cleaners, and serves as a point of contact for customers regarding service quality. Strong written and verbal communication skills are essential, as this role regularly corresponds with customers by phone and in writing.

Essential Duties and Responsibilities

Quality Control

• Establishes and maintains a clear standard of quality for cleaning services, and partners with field staff to make sure they understand it and have the tools to meet it.
• Monitors quality on an ongoing basis through site visits, spot checks, and customer feedback.
• Identifies quality issues and addresses them in a timely manner with a sustainable resolution, not just a quick fix.
• Maintains quality control records and checklists, and reports recurring issues or trends to the Owner.

Hiring and Training Support

• Assists with sourcing, screening, and interviewing candidates for field cleaning positions.
• Delivers hands-on training to new and existing cleaners so they meet Merry Maids of Tulsa quality standards from day one.
• Confirms field cleaners are properly prepared and equipped before jobs, and coaches staff on quality standards as needed.

Customer Communication

• Responds to customer questions and concerns about service quality by phone and in writing, in a professional and timely manner.
• Documents customer interactions and follows up to confirm issues are resolved to the customer's satisfaction.
• Communicates proactively with customers on scheduling or service changes that affect quality expectations.

Office Support

• Shares in general office responsibilities as requested while working in the office.
• Remains aware of what needs to be done and takes initiative without being asked.

Qualifications

• Prior experience in quality control, quality assurance, or customer service, ideally in the cleaning or home services industry.
• Excellent written and verbal communication skills; this role requires frequent written correspondence with customers.
• Comfortable training and coaching staff, and addressing performance concerns constructively.
• Strong attention to detail and consistent, fair judgment when evaluating quality.
• Valid driver's license and reliable transportation for travel to customer homes for inspections.
• Basic proficiency with phone, email, and text-based communication tools.

Work Environment and Physical Requirements

• Work is a mix of office duties and field visits to customer homes.
• Must be able to travel locally throughout the Tulsa service area during the workday.
• Occasional lifting of cleaning supplies or equipment (up to 25 lbs) may be required during site visits.
• Must be comfortable being inside customers' homes, including around pets and household activity.