Quality assurance specialist

Benefits:

• Health insurance
• Paid time off
• 401(k)
• 401(k) matching
• Dental insurance

QUALITY ASSURANCE SPECIALIST

WHAT A DIFFERENCE
At Primrose, our mission - to forge a path that leads to a brighter future for all children - is why we do what we do each day. Primrose provides a life-changing early learning experience for children and their families. We believe who children become is as important as what they know. We believe who YOU are is as important as what you know. We make every effort to ensure everyone feels they belong in our Primrose community. Our commitment to Belongingness means we seek similarities and respect differences in our unique backgrounds, life experiences and perspectives.

WHAT YOU WILL DO

As a Quality Assurance Specialist, you will play a critical role in supporting quality assurance and compliance efforts across the Primrose system. You will serve as an operational partner to the Director of Quality Assurance & Compliance, helping to monitor, track, document, and resolve issues impacting health, safety, licensing, and brand standards. Through effective communication, case management, data analysis, and cross-functional coordination, you will help ensure concerns are addressed promptly and compliance-related processes are executed consistently and effectively.

• Monitor incoming concerns, online reviews, and operational requests, ensuring timely review, prioritization, and appropriate escalation.
• Partner with internal teams and field support to coordinate responses, follow-up actions, and resolution of concerns.
• Manage cases through investigation, documentation, follow-up, and resolution while maintaining accurate records of actions and outcomes.
• Communicate case updates and key information to stakeholders and elevate emerging trends or recurring issues as appropriate.
• Support the Issues Management process through intake, fact gathering, documentation, and coordination of compliance-related matters.
• Coordinate escalation of significant issues to the Issue Response Team, ensuring information is complete, accurate, and appropriately documented.
• Monitor open issues, track status updates, and follow up with stakeholders to support timely resolution and accountability.
• Assist with the development and distribution of compliance-related communications and notifications in partnership with internal stakeholders.
• Maintain organized, audit-ready records and documentation related to compliance, issue management, and quality assurance activities.
• Utilize company systems to enter, update, and manage compliance-related data, ensuring accuracy, consistency, and completeness.
• Generate routine and ad hoc reports that provide visibility into trends, risks, issue status, and resolution timelines.
• Support the continuous improvement of tools, templates, workflows, resources, and training materials that strengthen quality assurance, safety, and brand standards.
• Collaborate with cross-functional teams to support issue resolution, process improvement, and system-wide quality initiatives.

WHO WE ARE LOOKING FOR

Bachelor's degree required; degree in Business, Communications, Education, or a related field preferred. 2-4 years of experience in quality assurance, compliance, operations, issue management, or a related field. Experience in a franchise, multi-unit, or regulated environment preferred. Experience working with case management, CRM, feedback, or reporting platforms preferred. Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines simultaneously. High attention to detail and commitment to maintaining accurate documentation and records. Effective verbal and written communication skills with the ability to provide clear, professional, and timely updates. Sound judgment and the ability to handle sensitive or escalated matters with discretion and professionalism. Analytical mindset with the ability to identify trends, monitor data, and elevate relevant insights. Collaborative and proactive approach to problem solving, with the ability to build effective working relationships across teams. Proficiency in Microsoft Office applications and experience working with data tracking and reporting tools.

WHAT YOU WILL GET

• Commission or bonuses based on personal and company performance
• 50% tuition reimbursement for up to three children at any Primrose Schools
• Full-time team members are eligible for health, dental and vision insurance
• 401k with company matching up to 3.5% and life insurance
• Employee Assistance Program

This is a remote position. At our headquarters, which we call the Support Center, and in regional support roles throughout the country, we seek to build teams of individuals who establish trusted relationships, demonstrate accountability, have a service mindset, and exhibit agility and curiosity. We are proud to have a team bringing thought leadership and guidance through marketing, operations, education, information technology, real estate, franchise development, finance, accounting, legal, franchise administration and human resources.