Responsible for overseeing and implementing quality assurance processes to ensure that all lawn care services meet company standards, regulatory compliance, and customer expectations. This role focuses on evaluating service quality, training team members on best practices, and driving continuous improvement in operational excellence.
Education:
High school diploma or GED; an associate degree or higher is a plus in business, horticulture, or a related field.
Experience:
- Minimum of 3 years of experience in lawn care, landscaping, or chemical application.
- Experience in managing quality control processes, audits, or compliance checks is highly preferred.
- Obtaining and maintaining state certifications for chemical application is required.
Skills:
- Strong analytical skills and attention to detail.
- Strong knowledge of chemical lawn treatments, fertilizers, and safety compliance standards.
- Knowledge of quality control principles, processes, and industry standards.
- Proven experience implementing quality control processes and driving operational improvements.
- Strong communication skills to collaborate effectively with teams and customers.
- Proficiency in Microsoft Office Suite, CRM systems, and quality management software.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Knowledge of local, state, and federal regulations regarding pesticide use, environmental protection, and worker safety.
- Ability to lift and carry up to 50 lbs.
- Comfortable working outdoors in varying weather conditions.
- Capability to operate lawn care equipment and safely handle chemical products.
General Responsibilities:
- Address and resolve customer complaints related to service quality, ensuring timely and effective solutions.
- Collaborate with field managers and technicians to identify root causes of service issues and implement corrective actions.
- Conduct follow-ups with customers to ensure satisfaction and verify improvements.
- Mange and execute quality control processes to ensure that all lawn care and chemical services meet company standards and regulatory requirements.
- Conduct regular field audits to assess the quality of services provided, ensuring adherence to established procedures and safety standards.
- Analyze service performance data and customer feedback to identify trends, service gaps, and areas for improvement.
- Work closely with field technicians, service managers, and other staff to ensure that corrective actions are implemented when quality issues arise.
- Provide training and guidance to field teams on quality control practices, safety standards, and service protocols.
- Collaborate with the service management team to ensure quality assurance processes are consistent across all service teams.
- Conduct inspections of equipment, tools, and chemical usage to ensure that they are properly maintained and compliant with company standards and regulations.
- Develop and maintain documentation for quality control processes, including checklists, procedures, and audit reports.
- Monitor customer complaints and feedback, addressing any service deficiencies and ensuring prompt resolution to maintain high customer satisfaction levels.
- Serve as point of contact for customers to resolve any quality related issues or complaints/cancellations.
- Track key quality metrics and report on performance trends to branch management, providing recommendations for improvement.
- Ensure compliance with all local, state, and federal regulations related to pesticide application, safety, and environmental protection.
- Manage the implementation of safety training and the enforcement of safety protocols for all field staff.
- Regularly review and update quality control guidelines and procedures to keep them aligned with industry standards and best practices.
- Work with the lead service manager to develop and improve service delivery plans, focusing on service quality, efficiency, and customer satisfaction.
We are committed to diversity, equity, and inclusion in the workplace and provide consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state, or local law.
