Scope of Position

The Quality and Training Specialist plays a key role in driving customer retention, growth, and portfolio sales within the on-premise sector (Hotels, Restaurants, Bars and large businesses) across Orange County, California.

This role is responsible for onboarding, training, and supporting new and existing accounts, primarily focusing on the top 100 accounts in the territory. The Quality and Training Specialist ensures long-term customer success by conducting regular visits, building relationships with decision-makers, delivering training programs, overseeing brand/menu execution, and identifying opportunities for portfolio expansion.

As a Brand Ambassador, the Quality & Training Specialist strengthens brand visibility, enforces quality standards, and partners with distributor sales teams to maximize retention and revenue growth.

Key Responsibilities

Retention & Growth

• Manage and retain the top 100 accounts in the region, driving incremental revenue and profitability.
• Conduct regular visits with key decision-makers to ensure satisfaction, renew contracts, and identify upsell opportunities.
• Support branding, menu placement, equipment optimization, and portfolio expansion initiatives.

Quality Assurance & Training

• Lead onboarding training for new accounts and deliver ongoing staff development for existing accounts.
• Conduct monthly quality audits, providing actionable insights and coaching.
• Ensure compliance with brand standards, marketing materials, and POS usage.

Account Management & Collaboration

• Build and maintain strong relationships with customers through consistent communication, follow-up, and support.
• Partner with distributor sales teams to align strategies and drive portfolio growth.
• Collaborate with the Technical Manager on account installations and QA processes.

Administrative & Reporting

• Submit accurate monthly reports, follow-up documentation, and visit logs.
• Track new and lost accounts, contract renewals, and product placements.
• Manage travel expenses and budgets in alignment with company guidelines.
• Provide calendars, budget updates, and reports to the Director of Sales West.

Budget Management

• Monitor and manage both personal and branch budgets within approved parameters.
• Work with leadership and marketing on spend requests requiring approval.

Qualifications

• Associate degree (minimum) with 3+ years of experience in a customer-facing, training, or quality role.
• Strong organizational, communication, and presentation skills.
• Proven ability to work independently while collaborating effectively with internal teams and distributor partners.
• Demonstrated customer service skills, professionalism, and conflict resolution abilities.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and familiarity with CRM and reporting tools (e.g., Concur).