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Ballast · 4 days ago

Manager, Quality Assurance & Audits

San Francisco, CA, US

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $120K/yr

7+ years exp

Ballast is seeking a Manager of Quality Assurance & Audits to support their rapidly growing team. This role is responsible for enforcing operational discipline across multifamily operations to ensure compliance, data integrity, and high-quality resident service through audits and corrective actions.

Real EstateReal Estate InvestmentResidential

Responsibilities

Conduct routine, randomized and ad-hoc audits of property-level operations (leasing, maintenance, vendor management, resident communication, etc.)

Validate that documented SOPs are being followed exactly, not 'interpreted'

Identify process drift, workarounds, and failure points

Maintain a formal audit calendar and scoring framework by function and property

Issue written audit findings with severity ratings, root cause analysis, and required remediation

Audit operational data across core systems (e.g., Yardi, ZenDesk, ProCore, Monday.com, Foundry

Enforce standards for:

Work order lifecycle accuracy, timelines, escalations, prioritization and notification

Job codes and categories, GL cost coding

Vendor assignment and NTE compliance

Flag and quantify data inconsistencies, missing records, and premature closures

Partner with Ops, IT, and Analytics to correct upstream process failures, not just downstream data

Evaluate resident service delivery using:

Response time SLAs

First-contact resolution rates

Escalation frequency

Re-open rates

Tone, clarity, and professionalism of communications

Audit call logs, tickets, emails, and resident complaints for service quality and compliance

Identify patterns that create friction, delays, or unnecessary handoffs

Recommend operational changes that improve speed, clarity, and resident trust

Own the formal escalation pathway for audit findings

Ensure findings are:

Assigned to a responsible owner

Time-bound with clear expectations

Verified as corrected (not just acknowledged)

Track repeat failures and escalate chronic non-compliance to senior leadership

Maintain an audit issue log with trend analysis

Produce concise, fact-based reports for leadership covering:

Compliance rates

Data quality scores

Service performance gaps

Repeat failure areas

Translate audit results into actionable operational risk insights

Support leadership with objective evidence, not anecdotes

Identify where SOPs are unclear, outdated, or impractical

Recommend targeted SOP revisions based on observed reality in the field

Partner with Ops leadership to improve process design without diluting standards

Train teams on updated expectations when required

Operates independently of property management

Authorized to audit any property, team, or operational function

Authorized to escalate findings directly to senior leadership

Qualification

Quality AssuranceAudit ManagementData QualityOperational SystemsAnalytical SkillsProperty ManagementDocumentation SkillsSystems ThinkingConflict Resolution