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Quality Assurance Coordinator

Paul Davis Restoration, Inc.

Quality Assurance Coordinator

Jacksonville, FL
Full Time
Paid
  • Responsibilities

    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 350 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 First Service 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.

    This position is 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

    The critical functions of the Quality Assurance Coordinator are follows:

    Assigning quality assurance tasks/claims to appropriate Team members as received;

    Monitoring the volume and progress of all tasks/claims received;

    Assisting in responding to requests for information from customers;

    Closing the loop on existing claim tickets;

    Acting as back-up support for QA Analysts during peak times;

    Monitoring and reporting on compliance with timelines within established QA protocol;

    Utilizing appropriate software for tracking, monitoring, and responding for reporting purposes;

    Providing overall support to the QA Analysts, QA Team, and QA Management

    Acting as liaison with franchisees and QA analysts regarding status updates, information requests, closure of claims, and ensuring satisfaction at the customer level

    Providing input, evaluate and implement efficiencies for the management of Compliance metrics.

    Performing audit functions of claims received and reporting on any discrepancies, areas of improvement, etc.

    Assist with the compilation of data and reports to gauge QA Team performance as needed.

    Other tasks as set forth by the Assistant Director of Quality Assurance

    Key Results Areas

    Handle alerts with Franchisees and escalate to the appropriate QA/Fast Team member/supervisor as appropriate.

    Develop and implement process improvement initiatives to enhance overall compliance to SLAs.

    Additional Responsibilities

    Assist Business Development Team as needed

    Other duties and activities as required

    WORK EXPERIENCE, EDUCATION & SKILLS

    This is an entry level position.

    Bachelor’s Degree or 3 years relevant experience in the field preferred.

    Experience with Xactimate 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