Quality Assurance Administrator

GENERAL DESCRIPTION

Paul Davis Restoration, Inc. is a national franchise organization that provides property damage emergency services, restoration and reconstruction services for residential and commercial properties due to water, fire, mold, storm and other disasters. The Paul Davis Network is made up of more than 320 franchises across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives.  Paul Davis Restoration, Inc. is owned by FirstService Corporation, a global leader in the rapidly growing real estate services sector. [More information about Paul Davis can be found at www.PaulDavis.com]  In our business, training of local marketing professionals is critical to the continued success of the Network.  The Quality Assurance Administrator is an integral part of the team primarily responsible for providing support for the Quality Assurance Team in assigning, monitoring, responding to, and closing the loop on claims as received from customers.

KEY RESPONSIBILITIES

Essential Functions/Responsibilities
• Assigning quality assurance claims/estimates to appropriate Team members
• Reassigning claim owners during absences, meetings, or due to volume
• Monitoring, routing, and responding to communication routed through the QA email distribution list, FAST Program shared email inbox, and general QA phone line
• Monitoring and utilize claim system notifications in XactAnalysis and Claims Connect to alert and support other team members in handling carrier rejections and document uploads
• Exporting and summarizing data to assist with reporting needs
• Assisting QA Team leadership with closing the loop in escalations with franchisees
• Monitoring and supporting QA service metrics including NPS scores and Close the Loop process
• Supporting FAST Program growth through tracking, reporting, and communication regarding additional service offerings, network participation, and other key data points
• Updating the QA Hub or other methods of centralized information sharing
• Supporting team with Zoom facilitation of meetings, and onsite meeting support as requested
• Providing overall support to the QA Team
• Providing input, evaluate and implement efficiencies for assignment and estimate distribution among team.
• Completing other tasks as set forth by the Assistant Vice President of Quality Assurance
• Assist Quality Assurance Team as needed
• Other duties as assigned

KEY RESULT AREAS

• Route new received assignments for SLA Compliance Monitoring, uploaded estimates for QA Estimate Review, and incoming FAST Estimate requests to appropriate QA Team Member or Supervisor
• Route incoming communication from Franchisees and escalate to the appropriate QA Team Member or Supervisor as appropriate.
• Develop and implement process improvement initiatives to enhance overall claim handling by QA Team

WORK EXPERIENCE, EDUCATION & SKILLS
 
• This is an entry level position. 
• Bachelor’s Degree or 3 years relevant experience in the field preferred. 
• Experience with Verisk XactAnalysis and CoreLogic Claims Connect a plus
• Prior Process Management a plus
• Sound planning and organizational skills
• Excellent communication skills
• Strong technology skills, including knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)
• Strong qualities and aptitude for process improvement
• Career emphasis on learning and continuing education preferred

REQUIRED EDUCATION AND EXPERIENCE

• Ability to use Microsoft Office, Xactware Products, Symbility, and other estimating platforms
• Ability to effectively communicate through both email and the telephone
• Ability to multitask and manage priorities efficiently
• Problem Solving and Conflict Resolution
• Preferred - Bachelor’s Degree

PREFERRED EDUCATION AND EXPERIENCE

• Associates or bachelor’s degree in business field
• Experience in quality assurance

PHYSICAL REQUIREMENT

• Must be able to stay in a stationary position up to 95% of the time
• Constantly operates a computer and other office productivity machinery, such as a calculator, fax machine, copy machine, and computer printer.
• Must be able to observe and perceive information on a computer and documents
• Must be able to communicate and converse with franchisees over the phone and face to face 
• Ability to safely operate a company vehicle 

Work Environment 

The employee will be working remote with the confines of their own home or in an office setting.  The employee will be required to travel to local offices within their region and be exposed to outdoor temperatures during travel.

Travel   

This position may require up to 5% travel.  This position may require travel to franchise locations, trainings, and team meetings.   



Reasonable Accommodation for Disability   

Any applicant or employee, who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.

The ADA defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.

Disclaimer    

Paul Davis Restoration is an equal opportunity employer.  Paul Davis Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.