Quality and Service Specialist in Toronto, Ontario at Impact Cleaning Services Ltd

Position Title: Quality and Service Specialist
Department: Cleaning Operations
Reports To: Manager, Cleaning Operations

You saw "Quality and Service Specialist" and pictured someone walking around with a checklist, ticking boxes. Half right. The checklist is the easy part. The job is catching the problem before the client does, fixing it, and making sure it doesn't happen again.

This role leads Cleaning Leads and Cleaning Supervisors across your assigned portfolio. You own quality, you own labor cost, you own the vendor relationships, and you're the one who talks to the client when something needs to be said. If the standard isn't being hit, that's on you to fix, not just flag.

A massive opportunity for your career. You lead people from day one. Cleaning Leads and Supervisors report to you, and you get real ownership over how your portfolio performs, quality, cost, and client satisfaction all in your hands.

An amazing company to work for. Impact has been in this business for over 70 years. Our employee NPS sits at +52. Our turnover runs near 30% against an industry average near 300%. We're family-owned, no outside capital, nobody above us telling us how to treat our people.

A people-first organization. We hire for character over credentials. We invest in developing the people who work here, and we notice when someone's doing the job right.

Impact Cleaning Services has spent 70+ years building trust by doing the work right and treating clients like partners, not line items. We've grown from an 8-figure business to a 9-figure business, and we did it without losing what made us good in the first place.

This role exists because quality doesn't maintain itself. As our portfolio grows, we need people on the ground who catch problems early, coach the teams doing the work, and keep every account running the way it's supposed to.

You'll own quality assurance and service delivery across your assigned accounts. You'll lead the Cleaning Leads and Supervisors who report to you, run the inspections, manage the budgets, and be the person clients trust when something needs fixing. This is a hands-on leadership role, you're in the field, not behind a desk.

• The market. Commercial cleaning is a massive, steady industry, and quality leadership is where you build the skills that carry into bigger operations roles.
• Real leadership, right away. You manage people and portfolios from day one, not years in.
• Comp that rewards performance. Base salary of $40,000–$50,000, plus a 5% bonus tied to a blend of QA and inspection scores, labor cost to budget, client satisfaction, and a company performance modifier. Car allowance and health benefits included.
• Career growth. We build our next Cleaning Operations Managers from inside. This role is where that path starts.
• Investment in you. Real coaching, real feedback, a company that wants you developing, not just executing.

• Monitor job site productivity across your assigned accounts. Keep scope, service standards, and labor cost on track.
• Manage supply par levels. Order what's needed, when it's needed, within policy.
• Support inventory counts for equipment and supplies.
• Find the cost savings that don't touch quality.
• Manage supplies, and operational costs to budget.
• Run regular job site visits and inspections. Know the state of your accounts firsthand.
• Manage vendors and preferred partners. Hold them to the same standard you hold your own team to.
• Talk to account stakeholders directly and resolve service issues fast, not eventually.
• Catch potential problems before they become client complaints. Escalate what needs escalating.
• Keep documents, forms, schedules, and memos current and accurate.
• Make sure your team is in uniform and presentable on every shift.
• Complete a Workplace Inspection Checklist for each account, every month.
• Manage employee performance to keep quality and productivity where they need to be.
• Run site-specific training, WHMIS, AODA, Health and Safety, and keep it current.
• Coach and mentor your site staff regularly, not just when something goes wrong.

• QA and inspection scores consistently at or above standard.
• Client satisfaction held steady or improved on every account you manage.
• Monthly Workplace Inspection Checklists completed on time, every time.
• Service issues resolved quickly, before they become escalations.

• Experience: Prior experience leading teams and managing service delivery in a fast-paced, client-facing environment.
• Abilities: Strong problem-solving and critical-thinking skills, solid data analysis skills, and the ability to train and coach people effectively. Strategic thinking, strong interpersonal skills, you'll be managing people and client relationships daily.
• Mindset: You own outcomes. You're agile when things change, a real partner to your team and your clients, progressive about finding better ways to work, persistent when it's hard, and consistent when no one's watching.

Field and site-based work is central to this role. Regular job site visits and inspections aren't occasional, they're the job. After-hours, weekend, and holiday availability may be required. Expect to lift up to 50 pounds occasionally and to spend time both on-site and in front of a screen managing reports and schedules.

Base salary: $40,000–$50,000, based on experience. Bonus: 5%, tied to a blend of QA and inspection scores, labor cost to budget, client satisfaction, and a company performance modifier. Car allowance included. Health benefits included.

A year in, your accounts are hitting standard on every inspection, your labor costs are on budget, and your clients know they can call you directly and get it handled. Your Cleaning Leads and Supervisors are trained, coached, and performing. You're not just catching problems, you're preventing them.

• Be Agile. Things change. We move with them, not against them.
• Be Partners. With our clients, our team, and each other.
• Be Progressive. Better ways exist. We go find them.
• Be Persistent. Hard doesn't mean no.
• Be Consistent. Show up the same way, every time.

Disclaimer:

Impact is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Please note, only qualified candidates selected for an interview will be contacted.

Impact is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.