Quality Assurance Specialist

**Location**: Brisbane, Australia

**Employment Type**:Full time
**Reports To**: Operations Manager / General Manager

**Job Summary**:
We are an Brisbane-based short-term rental manager with approximately 300 listings across Brisbane and the Gold Coast. As a growing leader in the industry, we pride ourselves on delivering exceptional guest experiences and maintaining high standards across all aspects of our operations. We are seeking a proactive Quality Assurance Specialist to oversee and enhance quality across our business, covering linen services, guest satisfaction, product and chemical usage, contractor performance, and housekeeping.

**Key Responsibilities**:

- **Quality Assurance Across Business Operations**:

- Monitor and ensure the quality of linen services, including cleaning standards, inventory, and timely delivery.
- Evaluate the quality and suitability of cleaning products, chemicals, and supplies to maintain a safe and effective operation.
- Oversee the performance of contractors, ensuring compliance with company standards and timely delivery of services.
- **Guest Satisfaction**:

- Analyse guest feedback and reviews to identify trends, recurring issues, and areas for improvement.
- Collaborate with guest support to address and resolve guest complaints promptly.
- Develop and implement strategies to enhance guest satisfaction and prevent future issues.
- **Training & Process Development**:

- Design and deliver training programs for staff on quality standards, including cleaning procedures, product handling, and guest interaction.
- Develop and maintain comprehensive quality assurance processes, checklists, and performance tracking systems.
- Continuously evaluate and refine processes to increase efficiency and maintain consistency across operations.
- **Inspection & Compliance**:

- Conduct regular property inspections to ensure cleanliness, functionality, and compliance with brand standards.
- Audit the performance of housekeeping staff and contractors, providing feedback and implementing corrective actions when necessary.
- Ensure compliance with health and safety regulations, particularly regarding chemical handling and workplace safety.
- **Reporting & Collaboration**:

- Prepare detailed reports on quality assurance activities, including identified issues and implemented solutions.
- Work closely with the operations and housekeeping teams to maintain alignment with quality goals.
- Provide recommendations for process improvements and strategic initiatives to senior management.

**Requirements**:

- Proven experience in quality assurance, preferably in hospitality, property management, or a related field.
- Strong understanding of quality control processes, guest satisfaction metrics, and training methodologies.
- Experience working with contractors and managing supplier relationships.
- Exceptional attention to detail with excellent organizational and communication skills.
- Ability to analyse data and implement solutions effectively.
- Familiarity with health and safety standards, particularly regarding cleaning products and chemicals.

**Preferred Skills**:

- Background in guest relations or property management.
- Experience in managing teams and delivering training programs.
- Familiarity with property management systems, particularly in short-term rentals.

**Salary**: $75,000 - $85,000 gross, depending on experience

This full-time role is an opportunity to lead quality assurance across our operations, contributing directly to the success and reputation of our business.

Pay: $75,000.00 - $85,000.00 per year

Schedule:

- 8 hour shift

Work Authorisation:

- Australia (required)

Work Location: In person