Quality Assurance Analyst-Jobs in United States

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

The Assistant Training and Quality Manager plays a pivotal role in driving learning excellence and service quality across The First Group Hospitality portfolio. This individual supports the planning, coordination, and execution of training and quality assurance initiatives, ensuring alignment with diverse international brand standards and enhancing both team performance and guest satisfaction.

• Assist in the design, coordination, and delivery of engaging training programs, with a special focus on leadership development and performance-based learning.
• Facilitate onboarding and induction programs, ensuring new hires are immersed in brand culture and operational standards from day one.
• Support departmental trainers in the delivery of impactful, on-the-job learning across all properties.
• Manage cross-property training calendars, track participation, measure training effectiveness, and ensure consistency in execution.
• Maintain and monitor compliance with mandatory e-learning platforms from various international brands
• Provide regular training performance reports and insights to senior leadership.
• Conduct training needs analysis (TNA) using data from performance reviews, guest feedback, and operational KPIs to identify and close skill gaps.
• Support the implementation and routine monitoring of brand standards and service excellence benchmarks across all properties.
• Conduct internal audits, mystery shopper evaluations, and departmental quality inspections to ensure alignment with operational expectations.
• Analyze guest feedback (e.g., TrustYou, Medallia, ReviewPro, Brand Audits) to identify service opportunities and drive improvement.
• Assist in the creation and execution of quality improvement plans, ensuring timely and effective follow-up on all action points.
• Support internal communications regarding quality standards, brand updates, and best practices sharing.
• Establish strong and collaborative relationships with Head of Departments, HR Business Partners, and property leadership teams to support training alignment and performance goals.
• Act as a learning and quality partner for all operational departments to ensure continuous professional development and guest-centric service culture.

• Minimum 3 years’ experience in the hospitality industry, ideally with exposure to both training and quality management functions.
• Previous experience working in a multi-property or group-level role is highly desirable.
• Proven ability to work with multiple international brands, understanding and applying different standards and e-learning ecosystems.
• Strong facilitation, communication, and presentation skills across all levels of the organization.
• Demonstrated analytical capability, especially in identifying training needs and supporting data-driven learning strategies.
• Proficiency in Microsoft Office, especially PowerPoint (for professional presentations and training decks) and Excel (for data tracking, analysis, and reporting).
• Highly organized, self-motivated, and capable of managing multiple priorities in a fast-paced environment.
• A passion for people development, service excellence, and continuous improvement.