Assistant Director, Quality Control and Customer Service

Posting Number: SF02021

Position Type: Professional Staff

Union: PSA/NEA - Professional Staff Assoc

Pay Grade Level: Grade Level: 13

Pay Grade Range: Anticipated Salary Hiring Range: $85,000 - $105,000

Department: Facilities Operations

Job Description Summary: The search will remain open until the position has been filled. First consideration will be given to applications received by June 20, 2025. Applications received after June 20, 2025 may be reviewed depending on search progress and needs but are not guaranteed full consideration.

BASIC FUNCTION: Responsible to plan and administer the quality control programs used by Facilities Operations to ensure quality standards are met while performing facilities maintenance, management and operations services for the university. The incumbent is primarily concerned with the systematic prevention of defects and nonconformance, the identification of unsatisfactory trends and conditions, and the correction of factors which may affect the delivery of acceptable services. Responsible for investigating and providing detailed professional responses to customer complaints.

Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Monitor and evaluate performance, from inception to conclusion, for services such as facilities and grounds maintenance, athletic/special events setups, custodial activities, etc. Document the results of work performed, brief all involved management personnel of findings, develop recommendations for process improvement/corrective actions, and assess the adequacy of corrective actions taken. Utilize skill, tact, and diplomacy in order to obtain information, be a motivating force, clearly define problems and suggest corrective measures.

Conduct on-site quality assurance inspections. Identify performance deficiencies and initiate corrective action. Notify Senior Director of safety and quality violations and documents findings, recommending actions to correct inadequacies discovered.

Develop and modify surveillance techniques and procedures necessary for performance evaluation. Establish inspection surveillance schedules based on review of the SLA, division work schedule, nature of work to be performed, and determination of critical inspection points.

Review, investigate, analyze, and evaluate performance to ensure contractual (i.e., Service Level Agreement-SLA) compliance. Evaluate standard operating procedures and implementation of the quality control plan. Interact with customers to assess and report on complaints of inadequate performance.

Maintain complete and accurate records to document and describe division and sub-unit performance. Prepare and submit written reports including the presentation of data/results in graphs and charts to the Senior Director.

OTHER DUTIES AND RESPONSIBILITIES: Perform other duties as assigned.

LICENSES, TOOLS, AND EQUIPMENT: Personal computers, printers; word processing, database management and spreadsheet software. Microsoft Office Suite.