Department: Production / Customer Experience
Reports To: CRO and VP of Retail
Location: Various job sites within service area
Employment Type: Full-Time
Position Summary:
The Quality Assurance Representative serves as the company's final point of contact with homeowners during and after installation to ensure complete satisfaction with their home remodeling project. This role focuses on inspecting workmanship quality, confirming project completion standards, gathering customer feedback, and identifying potential add-on opportunities that enhance the homeowner's investment.
This position is critical to maintaining the company's reputation for excellence and ensuring that every project meets or exceeds company and industry standards.
Key Responsibilities:
Quality Assurance Duties:
• Conduct on-site inspections on the day of or immediately following installation to verify
workmanship, cleanliness, and adherence to company standards.
• Document inspection results, including photos and customer feedback, using internal
software or CRM tools.
• Address minor issues on-site and coordinate with production teams for any necessary
corrections.
• Confirm project completion and customer satisfaction before closing jobs in the system.
• Provide detailed reports on quality trends to management to support continuous
improvement efforts. **
**
Customer Relations & Feedback:
• Greet homeowners professionally and serve as the company's representative at project
completion.
• Ensure customers fully understand warranty information, maintenance instructions, and
next steps.
• Encourage satisfied customers to leave online reviews and testimonials.
• Communicate any customer concerns or potential service needs to the production or
service departments promptly.
Add-On Sales:
• Identify and discuss additional home improvement opportunities (e.g., gutters, doors,
windows, siding, roofing, etc.) that complement the completed project.
• Educate homeowners on available products and services to improve their home's value,
efficiency, and protection.
• Generate leads or schedule follow-up appointments for the sales department as
appropriate.
• Meet or exceed add-on sales goals while maintaining a customer-first approach.
Qualifications:
****• Experience: 3-5 years of experience in home remodeling, roofing, construction, or a
related field preferred.
• Skills: Strong interpersonal and communication skills, attention to detail, and ability to
spot workmanship issues.
• Technical Knowledge: Basic understanding of construction processes, safety procedures,
and home improvement products.
• Tools: Proficiency with tablets, mobile apps, and CRM or job tracking systems.
• Other Requirements: Valid driver's license, reliable transportation, and ability to travel
to job sites daily.
**** Key Competencies:
• Professional, friendly, and confident communication style
• Customer-focused mindset with problem-solving ability
• Strong observation and documentation skills
• Self-motivated and organized with strong time management
• Ability to balance quality assurance and sales responsibilities effectively
Compensation & Benefits:
• Base salary plus performance-based incentives or commissions on approved add-ons
• Health, dental, and vision insurance (if applicable)
• Paid time off and holidays
• Opportunities for advancement and ongoing training ****