Assistant Director, Quality Control and Customer Service

Description

Assistant Director, Quality Control and Customer Service

Join to apply for the Assistant Director, Quality Control and Customer Service role at University of Rhode Island

Assistant Director, Quality Control and Customer Service

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Join to apply for the Assistant Director, Quality Control and Customer Service role at University of Rhode Island

Position Information

Posting Number SF02021 Job Title Assistant Director, Quality Control and Customer Service Position Number 106235 FTE 1.00 FLSA Exempt Position Type Professional Staff Union PSA/NEA - Professional Staff Assoc Pay Grade Level Grade Level: 13 Pay Grade Range Anticipated Salary Hiring Range: $85,000 - $105,000 Status Calendar Year, Full-time, Permanent

Department Information

Department Facilities Operations Contact(s)

Please note: Job applications must be submitted directly online only at: ()

Contact Phone/Extension Contact Email Physical Demands Campus Location Kingston Grant Funded No Extension Contingency Notes Job Description Summary

The search will remain open until the position has been filled. First consideration will be given to applications received by June 20, 2025. Applications received after June 20, 2025 may be reviewed depending on search progress and needs but are not guaranteed full consideration.

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About URI

The University of Rhode Island enrolls approximately 17,000 students across its graduate and undergraduate programs and is the State’s flagship public research university, as well as the land grant and sea grant university, for the state of Rhode Island. The main campus is located in the historic village of Kingston, and the Bay Campus is located in Narragansett. Both campuses are near major beaches in a beautiful coastal community. URI is just 30 minutes from Providence, RI and within easy reach of Newport, Boston, and New York City.

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Basic Function

Responsible to plan and administer the quality control programs used by Facilities Operations to ensure quality standards are met while performing facilities maintenance, management and operations services for the university. The incumbent is primarily concerned with the systematic prevention of defects and nonconformance, the identification of unsatisfactory trends and conditions, and the correction of factors which may affect the delivery of acceptable services. Responsible for investigating and providing detailed professional responses to customer complaints.

Duties and Responsibilities

Essential Duties And Responsibilities

Monitor and evaluate performance, from inception to conclusion, for services such as facilities and grounds maintenance, athletic/special events setups, custodial activities, etc. Document the results of work performed, brief all involved management personnel of findings, develop recommendations for process improvement/corrective actions, and assess the adequacy of corrective actions taken. Utilize skill, tact, and diplomacy in order to obtain information, be a motivating force, clearly define problems and suggest corrective measures.

Conduct on-site quality assurance inspections. Identify performance deficiencies and initiate corrective action. Notify Senior Director of safety and quality violations and documents findings, recommending actions to correct inadequacies discovered.

Develop and modify surveillance techniques and procedures necessary for performance evaluation. Establish inspection surveillance schedules based on review of the SLA, division work schedule, nature of work to be performed, and determination of critical inspection points.

Review, investigate, analyze, and evaluate performance to ensure contractual (i.e.. Service Level Agreement-SLA) compliance. Evaluate standard operating procedures and implementation of the quality control plan. Interact with customers to assess and report on complaints of inadequate performance.

Maintain complete and accurate records to document and describe division and sub-unit performance. Prepare and submit written reports including the presentation of data/results in graphs and charts to the Senior Director.

Other Duties And Responsibilities

Perform other duties as assigned.

Licenses, Tools, And Equipment

Personal computers, printers; word processing, database management and spreadsheet software. Microsoft Office Suite.

Required

Required Qualifications

• Bachelor’s degree.
• Minimum of five years’ experience in a facilities related field performing work in a licensed trade, supervisor, or Quality Control/Quality Assurance role.
• Demonstrated knowledge of established techniques, regulations, and requirements related to a quality assurance program for facilities maintenance and repairs and ability to apply this knowledge to plan and perform a variety of quality control assignments for facilities maintenance processes.
• Demonstrated experience with standard operating procedures (SOP) creation and applicable regulatory expectations.
• Demonstrated experience with spreadsheets, database, and graphical report generation and presentations.
• Demonstrated ability to work independently.
• Demonstrated strong verbal and interpersonal communication skills.
• Demonstrated proficiency in written communication skills.
• Demonstrated ability to manage multiple priorities in a deadline-driven environment.
• Demonstrated knowledge of conventional fact-finding or investigative techniques.
• Demonstrated ability to develop, analyze, and evaluate facts relative to unsatisfactory conditions or trends and to prepare documented reports of findings.
• Demonstrated ability to apply judgment in interpreting guidelines set forth in quality control plans and inspection schedules.
• Demonstrated ability to work with diverse groups/populations at all hierarchy levels within a large organization.
• Demonstrated experience addressing customer needs in a timely and professional manner.

Preferred

Preferred Qualifications

• Master’s Degree in business or related field.
• Minimum of five years’ experience in a QA/QC role for facilities and construction operations.
• Demonstrated supervisory experience related to administrative, custodial and/or maintenance shop staff.
• Demonstrated experience working within a Higher Education organization.

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The University of Rhode Island is an equal-opportunity employer committed to the principles of affirmative action. It is the policy of the University of Rhode Island to provide reasonable accommodation when requested by a qualified applicant or employee with a disability.

Environmental Conditions

This position is subject to both inside and outside work and extreme cold and hot temperatures can be encountered in this position. The potential exists where noise, vibration, hazards, atmospheric conditions, oils and wearing a respirator might also be encountered. Position requires inspection work in buildings as well as exterior environments. Work may require bending, reaching, ascending, and descending ladders and stairs, stooping, kneeling, crouching, crawling, standing, walking, pushing, pulling, lifting, feeling, talking, and hearing.

Posting Date 05/30/2025 Closing Date Special Instructions to Applicants

Please attach the following 3 (PDF) documents to your online Employment Application:

(#1) Cover letter.

(#2) Resume.

(#3) Other Document – References – the names and contact information of three professional references. (Note: this document is required even though references may be listed on the application).

Quicklink for Posting

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Higher Education

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