Quality Assurance Specialist

As a Quality Assurance Specialist, you will play a critical role in supporting quality assurance and compliance efforts across the franchise system. You will serve as an operational partner to the Director of Quality Assurance & Compliance, helping to monitor, track, document, and resolve issues impacting health, safety, licensing, and brand standards. Through effective communication, case management, data analysis, and cross-functional coordination, you will help ensure concerns are addressed promptly and compliance-related processes are executed consistently and effectively.

• Monitor incoming concerns, online reviews, and operational requests, ensuring timely review, prioritization, and appropriate escalation.

• Partner with internal teams and field support to coordinate responses, follow-up actions, and resolution of concerns.

• Manage cases through investigation, documentation, follow-up, and resolution while maintaining accurate records of actions and outcomes.

• Communicate case updates and key information to stakeholders and elevate emerging trends or recurring issues as appropriate.

• Support the Issues Management process through intake, fact gathering, documentation, and coordination of compliance-related matters.

• Coordinate escalation of significant issues to the Issue Response Team, ensuring information is complete, accurate, and appropriately documented.

• Monitor open issues, track status updates, and follow up with stakeholders to support timely resolution and accountability.

• Assist with the development and distribution of compliance-related communications and notifications in partnership with internal stakeholders.

• Maintain organized, audit-ready records and documentation related to compliance, issue management, and quality assurance activities.

• Utilize company systems to enter, update, and manage compliance-related data, ensuring accuracy, consistency, and completeness.

• Generate routine and ad hoc reports that provide visibility into trends, risks, issue status, and resolution timelines.

• Support the continuous improvement of tools, templates, workflows, resources, and training materials that strengthen quality assurance, safety, and brand standards.

• Collaborate with cross-functional teams to support issue resolution, process improvement, and system-wide quality initiatives.

 

WHO WE ARE LOOKING FOR

• Bachelor's degree required; degree in Business, Communications, Education, or a related field preferred. 

• 2-4 years of experience in quality assurance, compliance, operations, issue management, or a related field. 

• Experience in a franchise, multi-unit, or regulated environment preferred. 

• Experience working with case management, CRM, feedback, or reporting platforms preferred. 

• Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines simultaneously. 

• High attention to detail and commitment to maintaining accurate documentation and records. 

• Effective verbal and written communication skills with the ability to provide clear, professional, and timely updates. 

• Sound judgment and the ability to handle sensitive or escalated matters with discretion and professionalism. 

• Analytical mindset with the ability to identify trends, monitor data, and elevate relevant insights. 

• Collaborative and proactive approach to problem solving, with the ability to build effective working relationships across teams. 

• Proficiency in Microsoft Office applications and experience working with data tracking and reporting tools.

 

WHAT YOU WILL GET