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