Quality Assurance Coordinator

5 days ago

Waukesha, United States Paul Davis Restoration of SE W Full time

Paul Davis Restoration of SEWI, Inc. is a 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. This Quality Assurance Coordinator will serve as a lead member of the Quality Assurance team. The primary responsibility of the Quality Assurance Specialist is to complete estimate and documentation reviews on mitigation (water, mold, fire, tarping, board-up, emergency repairs), contents, and reconstruction assignments; with work standards focused on accuracy, SLA compliance, speed, and customer service. This position will also assist with support of the company during a Catastrophe Event.

Duties and Responsibilities which include but are not limited to:

  • Oversight, record keeping, and assistance to SEWI QA Team for improvement and compliance on Program work for MKE, FV, LAIL.
  • Hold effective meetings with the QA team to improve performance on behalf of the estimating staff.
  • Complete accurate and timely estimate and documentation reviews through our main technology platforms; XactAnalysis, Symbility, MICA, QA Assist, AskAIME, and other estimating/claim management platforms
  • Accuracy of work is measured by carrier and internal metrics
  • Timeliness of work is measured by automated reporting between documented events
  • Complete estimate and documentation reviews for mitigation (water, mold, fire, tarping, board-up, emergency repairs), contents, and reconstruction assignments
  • These reviews include utilization of knowledge of industry standards, carrier guidelines, and estimating best practices to ensure adherence to carrier service level agreements
  • Communicate directly with Estimating Staff and insurance carriers, to ensure that these requirements are being met
  • Communication expectations include inbound and outbound phone calls, claim management system notes, email, MS Teams, and other potential applications
  • Coach Estimators on opportunities to improve their estimating and documentation performance
  • Identify and communicate trends to Department Directors, assisting with escalations to and from PDRI, Carriers, and TPA's.
  • Provide assistance to Estimators on estimating requirements and claim expectations, based on carrier guidelines; and support technical claim inquiries across the estimating/claim management platforms
  • The support provided to the estimating staff and carrier partners provides an opportunity for Paul Davis to obtain more jobs through improved scorecard performance
  • Accept Program jobs during and after hours as necessary
  • Consistently meet and exceed specific metrics and KPI's as discussed w/Management
  • Payments followed up on and ensure payments are received
  • Carrier Cycle Time, QA coordinator ensures all losses meet Carrier Cycle Times and actively engages to ensure Carrier Cycle Time is met
  • Carrier Partnerships are maintained, and all offices are kept in good standing with quality communication and all issues are resolved in a timely manner.
  • PDRI Partnership are maintained, and all offices are kept in good standing with quality communication and all issues are resolved in a timely manner
  • Other duties/projects as assigned
Requirements

Education:
  • High School Diploma or equivalent
  • Bachelor's degree and/or equivalent experience in insurance claims or related field
Experience:
  • 1 plus years' experience with estimation principles for the insurance industry
  • 2 plus years' experience with contracting and/or field work for a given trade
  • Experience serving in a customer service role.
  • 5 plus years' experience in the restoration industry regarding water mitigation, mold remediation, lead and asbestos abatement, contents cleaning, contents packing, structure cleaning, and reconstruction.
Licenses & Certifications:
  • Valid Driver's License (At all times).
Knowledge, Skills, Abilities:
  • Highly organized
  • Ability to prioritize tasks
  • High level communicator, written and verbal/assertive, professional and adaptable
  • Responsible, self-starter, independent, problem solver
  • Creative problem solver
  • Excellent Customer Service skills
  • Proficient use of Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint, Forms, PowerPoint Word, Excel)
  • Proficient use of technology applications, including the creation of new documents
  • Knowledge of the insurance industry, including mitigation, contents, and reconstruction concepts and verbiage
  • Ability to learn and implement new processes related to our industry and the specific duties and responsibilities
  • Knowledge of estimating platforms; Xactware Products, Symbility, and other estimating software
  • Knowledge of estimating principles for the insurance industry
  • Ability to successfully pass required industry and company certifications on first attempt
  • Ability to safely operate a company vehicle
  • Must be able to observe and perceive information on a computer and documents
  • Must be able to communicate and converse with customers over the phone
  • Ability to maintain a level of confidentiality
  • Able to successfully complete pre-employment requirements
Physical Demands:
  • Lift (consistently) 5 lbs. lift (occasionally) 10 lbs.
  • Must be able to stay in a stationary position up to 100% of the time
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Frequent use of hands, finger dexterity
  • May involve significant stand/walk/push/pull
  • Occasional climbing (ladders, etc.) balancing, crouching, frequent stooping, reaching, kneeling, and handling
  • Ability to work in confined spaces
  • Exposure to weather with temperatures ranging from mild/moderate to extreme cold/heat


Paul Davis Restoration does not discriminate on any unlawful basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other status protected by law.

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