Quality Assurance Coordinator

Job Title: Quality Assurance Coordinator

Pay Rate: $19.00 - $20.00

Location: Irwindale, CA

Available Job Schedules:

• Friday - Tuesday: Day Shift (6AM - 2:30PM)
• Tuesday - Saturday: Swing Shift (2PM - 10:30PM)

FLSA Status: Full-Time, Non-Exempt

Job Overview

Absolute International Security is seeking a professional Quality Assurance Coordinator to provide day-to-day support to the Operations department. This role is responsible for ensuring accuracy, consistency, and effectiveness of security personnel in the field by providing remote security monitoring, incident response, and audits for all assigned personnel and locations. This role serves as a central communication point between security guards, security supervisors, clients, and management to ensure efficient operations and exceptional customer service. The ideal candidate is highly organized, self-motivated, and able to manage multiple priorities in a fast-paced environment.

Key Responsibilities

Quality Assurance Audits

• Monitor and audit security personnel for performance, credentials, training, contract compliance, and adherence to company policy.
• Appropriately respond to deficiencies by addressing them with the employee or escalating issues to the appropriate department / manager.
• Conduct analysis of security personnel KPIs to ensure proper and effective deployment of security personnel to appropriate locations.
• Review and escalate notifications of potential security, operational, or safety risks to the appropriate manager / client.
• Ensure compliance with labor laws, company policies, and contractual scope of work requirements.

Quality Assurance Operations

• Conduct Quality Assurance calls to ensure active, alert, and effective security personnel deployed in the field.
• Respond promptly to emergencies, incidents, and performance deficiencies.
• Use available company technology platforms to ensure quality control with security personnel performance.
• Maintain communication with security personnel via phone, text, email, and other company communication platforms.
• Document critical security personnel activities, incidents, and operational updates.

Camera Monitor

• Monitor client security cameras according to applicable scope of work.
• Complete monitoring logs, incident reports, and shift summaries.
• Initiate proper security protocols when incidents are captured and reviewed.
• Provide verbal warnings via remote camera "talk-down" features.

Administrative Duties

• Maintain accurate quality assurance records and audit trails.
• Prepare security performance reports for management.
• Verify timesheets and assist with attendance-related payroll matters.
• Monitor and appropriately respond to daily operational logs and shift summary reports.
• Support security supervisors and management. 

Customer & Employee Support

• Serve as the primary point of contact for security personnel regarding performance and duties.
• Communicate professionally with clients regarding contract performance, updates, and service requests.
• Address performance deficiencies and employee concerns in a timely manner.
• Assist with onboarding new security personnel into company systems.

Minimum Qualifications

Education

• High school diploma or GED required.
• Associate's or Bachelor's degree preferred.

Experience

• Minimum 2 years of security industry or related field experience required.
• Previous experience in quality assurance, dispatching, security operations, or high volume workforce coordination preferred.

Additional Requirements

• Must be at least 18 years old
• Ability to pass a background check, drug screening, and additional screening requirements
• Excellent written & verbal communication and interpersonal skills
• Strong multi-tasking, task management, and attention to detail
• Possesses a professional and customer service oriented demeanor with emphasis on team collaboration and conflict resolution
• Ability to work in fast-paced environemnts and handle emergencies calmly under pressure.
• Acts with confidentiality and discretion
• Demonstrates initiative and self-motivation
• Must be dependable, committed to ethical conduct, and acts with integrity

Additional Information / Benefits

• Paid Time Off (PTO)
• Premium Shift Pay for Holidays Worked
• 401(k) Retirement Plan
• Health / Dental / Vision Insurance
• Paid Sick Leave
• Training and Career Development
• Employee Assistance Programs

This position is at-will, and job duties/schedules may be adjusted based on client requirements or operational needs.