Quality Analyst

City Standardisation and Quality Lead

Client Experience & Operations | Smartworks
Coverage: All buildings in the assigned city

Role purpose

Maintain consistent operating standards across the city through detailed building rounds, practical supervision and verified closure of service and presentation gaps.

Key responsibilities

Conduct regular rounds across every building using the common India operating checklist.

Review reception, visitor experience, housekeeping, washrooms, cafeteria service, common areas, basements and parking.

Check signage, lighting, furniture, carpets, walls and overall upkeep; ensure visible defects are addressed.

Review hygiene, odour, pest control, waste handling and availability of essential consumables.

Check frontline grooming, service conduct and vendor deployment against agreed requirements.

Assign corrective actions with Centre Heads, follow up on deadlines and physically verify closure.

Identify repeat gaps, coach site teams and ensure improvements are sustained.

Use client feedback and service complaints to prioritise visits; coordinate technical observations with the City Chief Engineer.

Daily priorities

Review pending complaints and overdue actions; undertake planned building rounds; get immediate gaps corrected; agree owners and deadlines for remaining work; recheck previous closures and update the Regional Head on material exceptions.

Candidate profile

Graduate in Hospitality, Hotel Management, Facilities Management or a related discipline, with approximately 10-12 years of relevant operations experience. Exposure to multiple properties is preferred. Strong attention to detail, practical knowledge of soft services and the ability to drive closure with site teams. Regular travel within the city is required.