Contractor Relationship & Quality Coordinator

Role Scope Contractor Relationship & Quality Coordinator WashOS — Mobile Car Detailing Network Role Summary This contractor owns the health of WashOS's 1099 detailer network. They are the day-to-day point of contact for our detailers, the gatekeeper of quality standards, and the eyes-and-ears keeping leadership informed about what's happening in the field. Success in this role means detailers feel supported and accountable, customers consistently receive quality work, and issues are caught and resolved before they escalate. Core Responsibilities 1. Detailer Relationship Management (≈40% of time) Build and maintain strong working relationships with our network of 75–200 active detailers using a tiered cadence based on performance and volume: • High-volume / high-performing detailers: lighter-touch check-ins, recognition, retention focus • Mid-tier detailers: regular check-ins, coaching opportunities, growth conversations • New detailers: more frequent contact, hands-on coaching, performance support The goal is three-fold and weighted equally: retention (keep them in the network), performance (coach them to do better work), and loyalty (make WashOS their preferred platform over competitors). 2. Quality Control & Enforcement (≈30% of time) Complete 15–30 QC audits per week by reviewing customer feedback and ratings against our existing scorecards and SOPs. The contractor has full authority to act on quality issues end-to-end, including issuing warnings, placing detailers on probation, and removing detailers from the network when warranted. All actions documented in our system. 3. Onboarding Support (≈15% of time) Handle the operational side of bringing approved applicants into the active network: paperwork, training delivery, system access, initial scorecard review. Final approval to activate a new detailer rests with leadership. 4. Communications & Inbox Management (≈10% of time) Monitor the shared detailer inbox. Handle what falls within their scope (scheduling questions, policy clarifications, payout questions, quality discussions). Escalate anything outside their scope to leadership. 5. Reporting & Escalations (≈5% of time) Deliver a weekly written report covering network health: detailer activity levels, audit results, issues addressed, retention concerns, onboarding status, and recommendations. Escalate urgent concerns to leadership in real-time as they arise — do not wait for the weekly report. Occasional Overflow During busy periods, may be asked to assist with adjacent operational tasks (dispatching support, customer issue handling). This is the exception, not the rule — the role stays focused on contractor relationships and QC. Authority & Decision Rights Contractor decides independently: • Cadence and content of detailer check-ins • Coaching approach and messaging • Issuing warnings and placing detailers on probation • Removing detailers from the network for documented quality failures • Day-to-day inbox responses within established policies • Onboarding workflow execution Leadership decides: • Final approval to activate new detailers • Changes to SOPs, scorecards, or QC standards • Pricing, payouts, or contractual terms with detailers • Network expansion strategy • Anything outside the documented playbook Success Metrics (reviewed monthly) • Detailer retention rate • Average customer rating across network • QC audits completed on schedule • Time-to-resolution on quality issues • New detailer activation timeline • Quality and timeliness of weekly reports • Subjective: do detailers feel supported? (periodic detailer pulse checks) Tools & Systems The contractor will work in [your CRM], shared inbox platform, scorecard/audit tool, and weekly reporting template. All SOPs and standards are fully documented and provided. Time Commitment Estimated 20–30 hrs/week to start, with flexibility to adjust based on network size and seasonal volume. Ongoing engagement — not project-based.