Starcrest was founded in year 2012 by Army Veterans with rich leadership experience of Facility Management in reputed corporates. We believe in high value proposition offering to our clients with focus on service excellence and compliances. We have a complete transparent business model with clients having real time access to account dashboard. Starcrest ethos are centered around "Continuous Improvement" with regular client feedback, investment in Human Assets and Technology Integration. Our commitment towards quality is manifested through certifications like ISO-9001, OHSAS-18001 and SA-8000
Company profileJob Description
Position: Audit & Quality Manager
Department: Operations / Quality Assurance
Location: As per the company decision
Reporting To: Head – City Lead
Role Overview
The Audit & Quality Manager will be responsible for establishing, monitoring, and continuously improving service quality standards across all operational sites. The role focuses on quality assurance, SOP compliance, workforce capability validation, training effectiveness, and operational audits to ensure consistent service delivery aligned with client expectations and organizational standards.
The position plays a critical role in driving operational excellence, identifying improvement opportunities, strengthening compliance frameworks, and enhancing overall customer experience across multiple sites.
Key Responsibilities
1. Operational Quality Audits
Conduct periodic operational and process audits across sites to ensure adherence to defined SOPs and client standards.
Perform site walkthroughs, process observations, and documentation checks to evaluate operational performance.
Identify service gaps, deviations, and operational risks and recommend corrective actions.
Ensure standardization of processes across all locations.
2. Workforce Skill Assessment
Evaluate the competency levels of newly onboarded and existing workforce against defined job descriptions.
Assess technical, functional, and behavioural capabilities of operational staff.
Identify skill gaps and recommend training interventions or corrective actions in coordination with site leadership.
3. Training Effectiveness Validation
Validate completion and effectiveness of induction training, refresher training, and skill-based programs.
Conduct on-ground validation through shadowing, observation, and practical assessments.
Ensure trainers follow standardized training modules and delivery frameworks.
4. SOP Compliance & Process Governance
Monitor adherence to approved SOPs, operational procedures, and safety protocols.
Conduct compliance checks against client policies and regulatory requirements.
Identify deviations and drive corrective and preventive action plans (CAPA).
5. Reporting & Quality Documentation
Maintain structured audit reports, quality dashboards, and observation logs.
Track recurring issues and highlight trends to leadership.
Submit daily, weekly, and monthly quality reports to management and operational leadership.
Ensure proper documentation for internal and external audits.
6. Customer Experience & Service Quality Monitoring
Evaluate quality of customer-facing services and interactions.
Ensure adherence to service delivery standards and client SLAs.
Work with Site Leads to address service gaps and improve customer satisfaction levels.
7. Risk, Safety & Compliance Monitoring
Conduct audits to ensure compliance with safety guidelines and risk management protocols.
Identify unsafe practices and ensure implementation of corrective measures.
Support readiness for internal, external, and client compliance audits.
8. Continuous Improvement & Standardization
Identify process inefficiencies, recurring service issues, and operational bottlenecks.
Recommend improvements to enhance productivity, service quality, and operational efficiency.
Ensure implementation and adoption of improved processes across all sites.
9. Follow-up & Corrective Action Tracking
Track closure of audit observations and corrective action plans.
Coordinate with Site Leads, Trainers, and Operations teams to ensure timely resolution of issues.
Maintain audit closure trackers and escalation logs.
Key Skills & Competencies
Technical Competencies
Knowledge of quality management systems and audit methodologies
Understanding of facility management operations and service delivery models
Experience in SOP compliance and operational process audits
Proficiency in reporting tools, audit checklists, and data analysis (Excel/Sheets)
Behavioural Competencies
Strong analytical and problem-solving skills
High attention to detail and process orientation
Effective communication and stakeholder management
Ability to drive accountability and continuous improvement
Qualifications
Graduate in any discipline (Operations, Management, Hotel Management, or Quality preferred)
Certifications in Quality Management / Audit / Safety will be an added advantage
Experience
3–6 years of experience in Quality, Audit, Compliance, or Facility Operations
Experience managing multi-site operations or service environments preferred
Exposure to client-facing operational environments
Working Conditions
Field-based role involving regular site audits and inspections
Travel across multiple locations within the city/region
Flexibility to support operational shifts and audit schedules
Key Performance Indicators (KPIs)
Completion of planned audits as per schedule
Improvement in SOP compliance and operational quality scores
Timely closure of audit observations
Training effectiveness validation scores
Reduction in recurring operational deviations
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