[Hiring] Quality Assurance Manager @MASALTO Capital

Role Description

The Quality Assurance Manager will be responsible for monitoring, evaluating, and continuously improving the quality of Corporate Stays apartments across Canada.

• Oversee property inspections, housekeeping quality, maintenance standards, and overall property presentation.
• Identify recurring issues using inspection reports, photographs, guest feedback, and performance data.
• Coordinate corrective actions to ensure service providers meet Corporate Stays' quality standards.

Goal of the Position: To ensure that Corporate Stays apartments across Canada consistently meet established quality standards, reduce guest complaints related to cleanliness and property condition, and maintain a structured quality assurance process that supports continuous operational improvement.

Main Responsibilities

• Monitor the quality of all Corporate Stays apartments across Canada.
• Review Breezeway inspections, checklists, and photographs to assess property condition, cleanliness, maintenance, and presentation.
• Identify recurring housekeeping, maintenance, and property presentation issues.
• Implement and maintain a consistent quality scoring system for each apartment.
• Establish and monitor quality scores for housekeeping vendors and other service providers.
• Coordinate remote video inspections and independent local audits to verify property conditions.
• Analyze guest complaints and reviews to identify quality issues and recurring trends.
• Establish and continuously improve housekeeping and property presentation standards.
• Ensure corrective actions are assigned, completed on time, documented, and verified.
• Develop preventive quality improvement plans based on inspection results, guest feedback, and performance trends.
• Maintain and improve operational SOPs to support consistent quality standards.
• Train and coach local service providers on Corporate Stays' quality standards, inspection requirements, and procedures.
• Coordinate targeted on-site inspections when necessary to investigate recurring issues or verify improvements.
• Work closely with local operations teams, housekeeping vendors, maintenance providers, and other stakeholders to resolve quality concerns.
• Track quality performance and identify opportunities to improve processes, vendor accountability, and the overall guest experience.
• Prepare a weekly quality performance report for Laurence, highlighting results, recurring issues, corrective actions, vendor performance, and areas requiring attention.

Performance Goals (KPIs)

• Average Property Quality Score: Overall quality scores across the Canadian apartment portfolio.
• Inspection Pass Rate: Percentage of apartments passing inspections according to established standards.
• Guest Complaints: Number of complaints related to cleanliness and property condition per 100 stays.
• Recurring Quality Issues: Number and frequency of repeated housekeeping, maintenance, and property presentation issues.
• Corrective Action Completion: Percentage of corrective actions completed and verified within the required timeframe.
• Vendor Quality Performance: Quality scores and consistency of housekeeping vendors and other service providers.

Qualifications

• At least three years of relevant experience in hospitality operations, serviced apartments, furnished rentals, or short-term rental property management.
• Experience supervising housekeeping quality and property conditions across multiple properties.
• Strong familiarity with property inspection tools, quality control processes, and property management software.
• Excellent English communication skills, both written and verbal.
• Strong analytical, organizational, and problem-solving abilities.
• Experience coordinating remote teams and working with local contractors or service providers.
• Ability to establish procedures, monitor performance, and hold service providers accountable for quality standards.
• Ability to analyze inspection results, guest feedback, and operational data to identify trends and implement corrective measures.
• Strong attention to detail and a proactive approach to identifying and preventing quality issues.

Preferred Qualifications

• Experience working with Breezeway, Hostaway, Guesty, or similar property management and operational platforms.
• Experience developing property inspection checklists, quality scoring systems, and vendor performance reports.
• Experience coordinating quality assurance processes across multiple properties or cities.
• Familiarity with housekeeping operations, maintenance workflows, and furnished apartment presentation standards.

Success Profile

The successful candidate is detail-oriented, analytical, proactive, and comfortable managing quality across a portfolio of properties. They can identify patterns behind recurring issues, communicate expectations clearly, coordinate corrective actions, and ensure service providers follow through.

Success in this role means improving property quality scores, reducing cleanliness and property-condition complaints, strengthening vendor performance, and establishing a reliable quality assurance process across Corporate Stays' Canadian operations.