Job Title

Quality Assurance and Training Lead, Janitorial Services

Job Description Summary

The Quality Assurance & Training Director for Janitorial advances the knowledge and skills of our team members who deliver janitorial services. This position is committed to driving service excellence and is committed to helping account teams deliver high-quality service to our clients through operational programs, and training.

This includes maintaining the quality and knowledge management systems for janitorial services, and the overall coordination, development, design and delivery of training programs and workshops, with a goal of increasing the overall consistency and productivity of our teams. At the direction of the Quality Assurance & Training Leader, and in collaboration with the Service Excellence Team and Operational leaders, the role will curate content and deliver technical training to enhance the ability of our team members to perform the work they do.

This role is responsible for designing, maintaining, and delivering content and will typically include topics such as cleaning program management. Will also work closely with various department leaders to fulfill and support their subject matter-specific training needs. Additionally, this role must champion C&W Services culture and core values and help to deliver optimal experiences for employees and clients alike.

Job Description

Responsibilities

• Partner with Janitorial Service Excellence Team to create, maintain, and develop service standards, e.g., policies, processes, work instructions, and job guides.
• Assess the educational requirements of others, developing formal training programs or classes that address service skills.
• Obtain, organize, and/or develop training, procedure manuals, guides, and/or course materials such as handouts, job aids or visual materials.
• Collaborate with account teams to assess daily operations, cleaning program, work environment and quality of work. Recommend corrective actions and assist with resourcing.
• Proctor oral, written, or performance exams to measure progress, and evaluate training effectiveness.
• Advertise, promote, and measure adoption of available training modules.
• Coordinate and communicate training opportunities to include invites, agendas, room set, training schedules, reports, documentation, class attendance, training recaps, and all other necessary training communication.
• Develop and administer tools that allow others to evaluate the quality-of-service delivery.
• Collaborate with the operational team in audit reviews to ensure necessary training solutions are identified and facilitated to ensure team is capable of meeting service commitments.
• Contribute to the overall company culture sharing best practices, ethical behavior, and employee development
• Continually engage subject matter experts (internal and external) as well as key Operators to expand your knowledge of program delivery

Background & Experience

• Minimum of 10 years of industry experience as a cleaner, manager of cleaning services, and trainer
• Experience in managing Quality Assurance
• Experience managing janitorial operations for strategic clients highly desired
• Demonstrated ability to work in a fluid and dynamic environment

Qualifications and Technical Skills

• Curriculum and training design, teaching, and instruction for employees and groups; ability to teach others
• Proficient in creating job aids, PowerPoint, Teams, Forms, Word, Excel
• Ability to lead calls and meetings
• Coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Ability to effectively communicate with others using verbal, non-verbal, written, reading, and listening skills
• Cleaning Industry certification a plus
• Works in a safe manner and ensures that all safety measures are taken by others at all times
• Speak and write English and Spanish fluently highly desirable
• Promotes continuous improvement, embraces change and is a change agent
• Commitment to interpersonal effectiveness
• Builds collaborative relationships and works to win as a team

Travel: Up to 30% of the time. Travel may vary in frequency and duration.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $114,750.00 - $135,000.00

C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, email HRServices@cushwake.com or HRServices@cwservices.com. All inquiries not related to accommodations will go unanswered.