Custodial Quality Assurance & Training Specialist (Facilities & Real Estate)

Cusdial Quality Assurance & Training Specialist (Facilities & Real Estate)

We are seeking a Custodial Quality Assurance and Training Specialist who will manage the Quality Assurance (QA) and Training Programs for Custodial Operations (campus and housing) at Johns Hopkins University (JHU). The position will focus on strategic objectives, including customer communications, quality reporting, training implementation, and continuous improvement initiatives. This role ensures that all custodial operations align with university standards, regulatory compliance, and best practices. This position will report to the Custodial Operations Manager.

Specific Duties & Responsibilities

Quality Assurance and Compliance Management

• Conduct regular QA inspections across assigned areas to ensure cleaning standards meet university expectations and industry best practices (APPA, ISSA, etc.).
• Analyze and synthesize data from QA inspections, identify trends, root causes, and formulate actionable improvement plans.
• Present detailed findings and recommendations regularly to senior Custodial and Facility Operations management.
• Maintain accurate and current records of quality inspections, corrective actions, and improvements using electronic QA systems.
• Promote a culture of workplace safety, diversity, and inclusion through compliance with OSHA, EPA, and other regulatory requirements.

Cusdial Staff Training and Development

• Provide coaching, individualized training/retraining, and feedback based on performance evaluations and quality audits.
• Responsible for managing the training and education of all custodial personnel so that all buildings and assets of JHU are clean and well maintained with consistent, approved procedures by following and training on all of the standard operating procedures (SOP's) utilized by Custodial Operations. Devise and implement a plan to improve performance outcomes and poor appearance levels through training.
• Develop, implement, and maintain comprehensive training programs for new hires and ongoing professional development of existing custodial staff.
• Conduct hands-on and classroom training sessions covering cleaning techniques, equipment operation, chemical handling, and safety protocols.
• Manage training schedules and documentation, ensuring all staff are adequately trained and performance standards are consistently met.

Communication & Coordination

• Act as the primary liaison between custodial staff, supervisors, management and customers regarding training effectiveness and QA issues.
• Facilitate regular meetings with stakeholders to communicate quality outcomes, gather feedback, and foster continuous improvement.
• Communicate expectations clearly and professionally to staff from diverse backgrounds.
• Participate in team meetings and contribute to continuous improvement initiatives.

Technology Integration and Program Reporting

• Research, pilot, and implement new custodial technologies to enhance service quality, efficiency, and data-driven decision-making.
• Generate comprehensive reports and presentations on training completion, quality audit results, and performance trends.
• Maintain accurate training records and certification logs.
• Track and report on training completion, inspection scores, and trends in quality performance.

Other Duties and Projects as Assigned

• On-site support and response for major campus emergencies.
• Ability to temporarily take on Custodial Supervisor duties in the event of absence or vacancy.
• May provide support for events and conference services in the absence of designated leadership, or as needed.

Dimensions

• Number of employees to be trained -130 FTEs.
• Area to be inspected - 3,100,000 cleanable sq. ft.
• Number of Buildings - 65

Knowledge, Skills & Abilities

• Strong knowledge of the principles, practices, procedures, equipment, tools and materials common to the custodial / janitorial profession.
• Strong knowledge of general industry safety practices and standards within the custodial profession.
• Strong background in analytics.
• Excellent customer-oriented service skills.
• Excellent verbal and written communication skills.
• Excellent Microsoft Excel, PowerPoint, Word and Outlook skills.
• Strong interpersonal, organizational, and detail-oriented skills required.
• Sense of urgency to meet internal and external customer requirements.
• Careful but assertive approach to dealing with personnel matters and dealing with conflict.
• Skill in organizing resources and establishing priorities.
• Schedule, and prepare agendas for thorough and informative staff meetings.
• Ability to create and deliver a training curriculum.
• Ability to read, interpret, apply, and explain rules, regulations, policies, and procedures.
• Ability to be flexible and work various shifts as training and inspection needs require.
• Ability to foster a collaborative, team-centered environment.
• Excellent time management skills.

Physical Demands

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• May be required to wear Personal Protective Equipment to include steel toed shoes, or non slippery shoes, eye protection, nitrile and leather gloves.
• Must be able to lift up to 50 lbs.
• Must be able to walk, stand climb stairs for long durations of time during and outside of shifts.
• Must be able to work under adverse temperatures and /or weather conditions.

Minimum Qualifications

• High School Diploma or graduation equivalent.
• Six years of related experience.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.