Quality Assurance Manager

Accountabilities: Monitor and evaluate the quality of furnished apartments across the Canadian property portfolio, ensuring consistent compliance with established standards. Review Breezeway inspection reports, checklists, photographs, and other documentation to assess cleanliness, maintenance, property condition, and presentation. Identify recurring housekeeping, maintenance, and property presentation issues, investigating trends and recommending sustainable solutions. Develop, implement, and maintain a consistent quality scoring system for individual properties. Establish and monitor performance scores for housekeeping vendors and other service providers to improve consistency and accountability. Coordinate remote video inspections and independent local audits to verify property conditions and confirm compliance with quality requirements. Analyze guest complaints, reviews, inspection results, and operational data to identify quality gaps and prioritize improvement opportunities. Establish and continuously refine housekeeping procedures, property presentation guidelines, inspection checklists, and standard operating procedures (SOPs). Assign and track corrective actions, ensuring they are completed within agreed timelines, properly documented, and verified. Develop preventive quality improvement plans based on inspection findings, guest feedback, and performance trends. Train and coach local service providers on quality standards, inspection expectations, and operational procedures. Arrange targeted on-site inspections when necessary to investigate persistent issues or validate improvements. Collaborate with local operations teams, housekeeping vendors, maintenance providers, and other stakeholders to resolve quality concerns effectively. Monitor key performance indicators, including property quality scores, inspection pass rates, guest complaints, recurring issues, corrective action completion, and vendor performance. Prepare weekly quality performance reports for operational leadership, highlighting results, recurring issues, corrective actions, vendor performance, and areas requiring attention. Identify opportunities to strengthen quality assurance processes, improve service provider accountability, and enhance the overall guest experience. Requirements At least three years of relevant experience in hospitality operations, serviced apartments, furnished rentals, short-term rental property management, or a related field. Demonstrated experience overseeing housekeeping quality and property conditions across multiple properties. Strong familiarity with property inspection tools, quality control processes, and property management software. Excellent written and verbal English communication skills. Strong analytical, organizational, and problem-solving abilities, with the capacity to interpret performance data and turn findings into practical improvements. Experience coordinating remote teams and collaborating with local contractors, housekeeping teams, and external service providers. Ability to establish clear procedures, monitor performance, communicate expectations, and hold service providers accountable for quality standards. Proven ability to analyze inspection reports, guest feedback, and operational trends to identify recurring issues and implement corrective measures. Excellent attention to detail and a proactive approach to identifying, preventing, and resolving quality concerns. Ability to manage multiple properties and improvement initiatives simultaneously while maintaining accurate documentation and consistent follow-up. Preferred qualifications: Experience using Breezeway, Hostaway, Guesty, or similar property management and operational platforms. Experience developing property inspection checklists, quality scoring frameworks, and vendor performance reports. Experience managing quality assurance programs across multiple properties, buildings, or cities. Familiarity with housekeeping operations, maintenance workflows, and furnished apartment presentation standards. Benefits Work arrangement: Remote position. Employment type: Full-time freelance engagement. Working schedule: Monday to Saturday, 8:00 AM to 5:00 PM Montreal time. Professional responsibility: The opportunity to oversee quality assurance across a portfolio of furnished properties throughout Canada. Operational impact: The ability to improve property standards, reduce guest complaints, and strengthen service provider performance. Continuous improvement: The opportunity to develop quality frameworks, standard operating procedures, and preventive improvement initiatives.