QUALITY ASSURANCE: CONSISTENT SUPPORT FOR SECURITY OFFICERS
Sunstates Security has always focused on providing consistent, high-quality service. For clients, that means Sunstates officers are professionals they can count on.
Behind the scenes, what clients don’t see is the high level of training, support and oversight our security officers receive. With double-digit growth for the past several years, we’ve recently promoted one of our own to a new position: Ryan Moran, formerly Sunstates regional manager in Raleigh, is now the director of quality assurance. He’s been in the industry 18 years, starting as a security officer when he was in college, and he knows the demands that challenge clients daily.
His job is simple: to make sure we live up to our principles with every client, and to help managers and officers live those principles every day. He demonstrated that as a regional manager, managing the biggest portfolio of clients in Sunstates.
Sometimes he’ll be an extra expert, dropping in wherever he’s needed. Other times, he’ll be working with regional offices to help officers and managers continue to deliver the high level of professionalism our clients expect.
“What better person to have in the quality assurance position than someone who knows what to look for?” said Sunstates President Glenn Burrell, CPP. “He knows our system so well, and he knows and embraces the Sunstates culture.”
Here’s what to expect with this new role and resource:
• More support. The expanding quality assurance program will help managers and officers collaborate and support each other.
• More services. We’ll continually add new ways to support our clients, such as site vulnerability assessments and other services.
• More customization. We will expand on our custom quality-assurance checks for specific sites, to ensure we always do what we say we’re going to do.
• More sharing. With Ryan’s new position, we’ll be better able to share insights, strategies and best practices among multiple regions.
• More communications. Ryan will be another point of contact and resource when needed for our clients.
The Game of Work
Every manager at Sunstates receives a book called The Game of Work. The main principle of the book embodies our philosophy: work should be fun, and work teams should succeed together as sports teams do.
Great teams work together: All members know the plan and their role in it. And everyone knows the critical measurements that define success for their team. Those Key Performance Indicators, or KPIs, vary by client and region. Our quality assurance initiative will help you identify and achieve the ones that are more important for you and your team.
What Clients Will See
With so much of what we do going on behind the scenes, how will quality assurance help our clients?
The answer comes from a long-time client, who’s been with Sunstates for 20 years. He said he’s never considered going anywhere else because we’ve consistently given him the same high level of service since day one.
“We always want to make sure that we’re doing what we say we are going to do,” said Ryan Moran, Director of Quality Assurance. “It takes oversight to make sure that’s happening.”
We value the trust our clients have in Sunstates, and we always want to live up to that trust. By leveraging Ryan’s operational expertise, we can continue to provide outstanding service to our clients, and continue to support Sunstates’ officers and managers as they provide that service.
Do you want to know what Sunstates’ quality assurance will mean for you and your site? Please contact Sunstates Security at 866-710-2019 or email us.
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