Quality Manager

Braman Termite & Pest Elimination; Waltham (MA); On-site; USD 78,000 - 110,000; Full time

Job summary

Braman Termite & Pest Elimination is seeking a Quality Manager to lead commercial account relationships, support field operations, develop Quality Technicians, and ensure our customers receive the highest level of service.

This hands-on leadership role blends account management, quality assurance, customer relationships, problem-solving, and team development. You will be in the field, working with technicians, meeting clients, and driving improvements across branches.

Qualifications

• Must have at least 2 years related experience or equivalent combination.
• Ability to read, interpret, and communicate documents clearly.
• Math skills to calculate figures, percentages, areas, and volumes accurately.
• Reasoning ability to apply common sense to solve problems.
• Proficiency in Microsoft Office, Internet applications, and order processing systems.
• Valid driver’s license; Commercial Applicator License (Core or equivalent) as required.

Responsibilities

• Own a portfolio of commercial branch accounts, overseeing setup, installations, cleanouts, and ongoing service.
• Serve as a go-to resource for clients and field technicians, providing guidance and resolving issues.
• Conduct proactive client follow-ups to ensure satisfaction, retention, and loyalty.
• Coordinate audits, SOP compliance checks, and audit documentation.
• Support Service Supervisors and technicians with operational standards and best practices.
• Directly supervise Quality Technicians, including scheduling, performance management, and development.
• Partner with the Director of Quality on performance evaluations and talent development.

Skills

Language ability

Math ability

Reasoning ability

Computer skills

Tools

Microsoft Office

Internet applications

Order processing systems

Job description

Lead the Quality. Own the Relationship. Make an Impact.

Are you an experienced pest management professional who is ready to take your career to the next level?

Braman Termite & Pest Elimination is looking for a Quality Manager to lead commercial account relationships, support field operations, develop Quality Technicians, and ensure our customers receive the highest level of service.

This is a hands-on leadership role that brings together commercial account management, quality assurance, customer relationships, problem-solving, and team development.

You won't simply manage accounts from behind a desk. You'll be in the field, working with technicians, partnering with branch leadership, meeting with clients, identifying opportunities for improvement, and leading a team focused on delivering exceptional results.

Essential Duties and Responsibilities

Account Oversight & Client Management

• Own a portfolio of commercial branch accounts, overseeing setup, installations, cleanouts, and ongoing service.
• Serve as a go-to resource for clients and field technicians, providing guidance, addressing questions, and supporting issue resolution.
• Conduct proactive client follow-ups to ensure satisfaction, retention, and loyalty.
• Address account-related escalations in partnership with Service Supervisors and Branch Managers.
• Perform annual account assessments, generate trend reports, and provide actionable insights for improvement.

Quality & Compliance

• Oversee and participate in quality audits, ride-alongs, and service evaluations conducted by quality technicians to ensure consistency and accuracy.
• Prepare for and coordinate mobile audits, SOP compliance checks, and audit documentation.
• Identify operational trends and proactively recommend improvements.

Training & Operational Support

• Support Service Supervisors and technicians in operational standards, process updates, and best practices.
• Assist with training initiatives, focusing on account management, service quality, and customer experience.

Communication & Coordination

• Maintain clear, timely communication with Branch Manager, Service Supervisors, and Operations leadership.
• Escalate issues promptly and ensure information flow regarding policy updates, process changes, and company news.
• Directly supervise Quality Technicians, including scheduling, performance management, coaching, and development.
• Conduct regular field observations and provide real-time feedback to reinforce quality standards and best practices.
• Partner with the Director of Quality on performance evaluations, goal setting, and talent development.
• Address performance concerns proactively, including documentation and corrective action when necessary
• Foster a culture of accountability, continuous improvement, and high performance within the quality team
• Problem Solving & Analysis: Identifies operational issues, develops solutions, and drives account improvement.
• Project Management: Plans, coordinates, and executes audits, installs, and account activities efficiently.
• Customer Service: Maintains strong client relationships and addresses concerns promptly.
• Technical & QA Skills: Performs audits, ride-alongs, and quality assessments accurately.
• Communication & Collaboration: Engages effectively with branch leadership and field staff.
• People Leadership: Effectively manages, coaches and develop team members to achieve performance and quality standards.
• Accountability: Holds self and team accountable for service quality, compliance and client outcomes.
• Change Management & Initiative: Adapts to process changes and proactively seeks improvement opportunities.
• Organizational Support & Ethics: Upholds company values, policies, and ethical standards.

Qualifications

• Education/Experience: Minimum of 2 years related experience or equivalent combination of education and experience.
• Language Ability: Ability to read, interpret, and communicate documents and reports clearly.
• Math Ability: Ability to calculate figures, percentages, areas, and volumes accurately.
• Reasoning Ability: Ability to apply common sense to solve routine and non-routine problems.
• Computer Skills: Proficiency in Microsoft Office, Internet applications, and order processing systems.
• Certificates/Licenses:
• Valid driver’s license with minimal violations.
• Commercial Applicator License (Core or equivalent) as required in the states in which the employee operates.
• Frequently work outdoors and in various customer locations
• Noise levels are typically moderate
• Exposure to weather and environmental conditions may occur.

Physical Demands

• Regularly required to sit, stand, walk, squat, reach, talk and hear.
• Lifting is required occasionally, up to 50lbs.
• Must be able to drive safely and perform on-site inspections

Why Braman?

Braman is a fourth-generation, family-owned company with over 135 years of history. We’ve grown from a small local business into a trusted industry leader—but what’s stayed the same is how we operate.

We’re guided by three core values: pride, honesty, and quality.
That means taking ownership of our work, doing right by our customers and each other, and delivering results we stand behind.

Just as important—we value people as much as performance. You’ll be part of a team that is collaborative, accountable, and committed to helping you grow. Your work matters here, and so does how you’re supported doing it.