Quality Assurance Coordinator

4 weeks 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 platformsAccuracy of work is measured by carrier and internal metricsTimeliness of work is measured by automated reporting between documented eventsComplete estimate and documentation reviews for mitigation (water, mold, fire, tarping, board-up, emergency repairs), contents, and reconstruction assignmentsThese reviews include utilization of knowledge of industry standards, carrier guidelines, and estimating best practices to ensure adherence to carrier service level agreementsCommunicate 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 applicationsCoach Estimators on opportunities to improve their estimating and documentation performanceIdentify 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 platformsThe support provided to the estimating staff and carrier partners provides an opportunity for Paul Davis to obtain more jobs through improved scorecard performanceAccept Program jobs during and after hours as necessaryConsistently meet and exceed specific metrics and KPI's as discussed w/ManagementPayments followed up on and ensure payments are receivedCarrier 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 mannerOther duties/projects as assigned RequirementsEducation:High School Diploma or equivalent Bachelor's degree and/or equivalent experience in insurance claims or related fieldExperience: 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 organizedAbility to prioritize tasksHigh level communicator, written and verbal/assertive, professional and adaptable Responsible, self-starter, independent, problem solverCreative problem solverExcellent Customer Service skillsProficient use of Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint, Forms, PowerPoint Word, Excel)Proficient use of technology applications, including the creation of new documentsKnowledge of the insurance industry, including mitigation, contents, and reconstruction concepts and verbiageAbility 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 softwareKnowledge of estimating principles for the insurance industryAbility to successfully pass required industry and company certifications on first attemptAbility to safely operate a company vehicleMust be able to observe and perceive information on a computer and documentsMust be able to communicate and converse with customers over the phoneAbility to maintain a level of confidentialityAble to successfully complete pre-employment requirementsPhysical Demands:Lift (consistently) 5 lbs. lift (occasionally) 10 lbs.Must be able to stay in a stationary position up to 100% of the timeThe person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.Frequent use of hands, finger dexterityMay involve significant stand/walk/push/pullOccasional climbing (ladders, etc.) balancing, crouching, frequent stooping, reaching, kneeling, and handlingAbility to work in confined spacesExposure to weather with temperatures ranging from mild/moderate to extreme cold/heatPaul 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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