MasterCorp, Inc.

Quality Assurance Auditor

Job Locations US-TN-Gatlinburg 
Risk Management & Quality
Safety and Risk Management
Position Type
Full Time
# of Openings


Quality Assurance Auditor is responsible for ensuring that SOP’s and processes meet the established cleaning specifications set by MasterCorp. The QA Auditor will collaborate with local site management and operations’ leadership to provide independent structure assessments to measure the company’s processes and procedures. Duties include maintaining strong overall quality control of services products, cleaning processes, planning and adhering to reliability, performance, and customer expectations. Inspection of services is part of the job with the obligation to report and document findings.



  • High School diploma or equivalent combination of work experience and education
  • Minimum of three (3) years of quality assurance auditing techniques and practices



  • Proficient with Office 365 (Outlook, Word, Excel, and PowerPoint)
  • Excellent planning and organization skills
  • Quality Assurance Certifications
  • Safety Certifications
  • Proven excellent communication skills both verbal and written

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Conduct on-site resort unit inspections on a daily basis and score in accordance with the company’s inspection criteria developed by the Safety and Risk Management/QA Department.
  • Perform general audits and assessments on general policies, common grounds, internal work spaces, organization of office spaces, well maintained storage areas, facilities and interior guest units.
  • Responsible for assessment of resort-specific brand standards or seasonal topics, as required.
  • Daily verification of proper inventory levels of cleaning chemicals and working tools such as vacuum cleaners, rags, all tools necessary to do job.
  • Set up a weekly schedule for carpet cleaning objectives and inspections to ensure all quality and processes are in place.
  • Ensure all site staff is wearing and working with complete proper uniforms and non-slip shoes.
  • Support local management team to ensure all housekeeping staff is wearing personnel protective equipment.
  • Provide insight on findings and recommendations for process operational improvement.
  • Provide guidance and recommendations to management and line level on opportunities to increase resort housekeeping quality standards.
  • Coach and inspect 7-Steps to Clean processes, janitorial carpet cleaning services and organizational field procedures.
  • Inspect weekly cleans and ensure daily operational opening AM processes are being properly completed based on company standards and SOP’s.
  • Support Learning & Development teams on STS trainings and executing proper cleaning quality processes.
  • Review and encourage a healthy work environment to ensure work efficiencies and productivity between staff and associates.
  • Create a weekly tracking inspection system to keep track of progress and daily cleaning scores.
  • Maintain subject matter expertise on all resort quality control standards and ensure appropriate changes are incorporated to daily SOP’s via the strategic direction of the SVP of Operations.
  • Ensure compliance with applicable safety, health and environmental rules.
  • Identify, observe and report any job exposures to associate in the workplace.
  • Provide feedback on elements needed for site improvement and work with the Regional Director and Director of QA to provide a blueprint utilizing existing standards for future resort performance.
  • The QA Auditor will be given specific project tasks along with their regular inspection duties, these tasks shall have specific deadlines and specific accomplishment goals.
  • Report on houskeeping site services attributes such as performance, organization processes, accountability and leadership.
  • Serve as the point of escalation (notification) for major QA processes.
  • Provide recommendations to the Continual Service Improvement process (CSI).
  • Coordinate and actively participate in internal service operational review meetings to support System Audit and measurement process.
  • Report findings and communicate to site leadership, Regional Director of Operations and/or service sponsor to identify and prioritize service improvement.
  • Attend and audit company QA programs to ensure delivery in accordance with program guidelines (MasterTalks, STS, New Hire Orientation, 7-Steps to Clean).
  • Monitor KPI’s to maintain high quality and service to the customer (Customer Stats, Quality).
  • Interview Associates to evaluate a clear understanding of company programs and policies.


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