Job details
Job type full-time
Full job description
Paul davis restoration, incIs 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 disastersThe paul davis network is made up of more than 320 franchises across the us and canadaSince 1966, we have helped more than 2 million property owners restore their properties and livesPaul davis restoration, incIs owned by first service corporation, a global leader in the rapidly growing real estate services sectorMore information about paul davis can be found at www.pauldavis.comIn our business, training of local marketing professionals is critical to the continued success of the network.
Position summary
This quality assurance team manager will serve as a member of the quality assurance teamThe primary responsibility of the quality assurance manager is to lead a team of qa members in performance management, smart goal creation, and team meetings with collaborations between qa and business development and partnering with operations; all designed to strategically place paul davis at the top of each carrier’s score cardWork standards for the manager and the team are focused on accuracy, speed, and customer serviceThe qa team manager will support the team with claim management escalations and oversight.
Position description
Essential duties/responsibilities
Recruits, onboards, and trains new qa team members
Completes monthly meetings with team members for performance coaching and management
Completes monthly goal setting & review (gs&r) meetings with team members focusing on continuous improvement
Supports team members’ growth with creation of smart goals and development paths
Facilitates and conducts team calibration meetings
Assists direct reports during claim spikes to help with coordination of claims, reviews of mitigation, contents, and reconstruction estimates, and estimating through the fast program
Communicates effectively with direct reports, supervisor, franchisees and insurance carrier partners
Provides trend analysis of internal performance to supervisor and participates in problem solving sessions to address gaps
Partners with account management and business development vps on specific accounts to review carrier scorecards and creation action plans, where necessary, to improve ranking
Provides updates to operations team when escalations are necessary, based on franchise responsiveness and performance
Creates opportunities for team building through engaging meetings and events, strengthening the cohesiveness of the team and creating the opportunity for a high level of support to the network
Approves timecards for direct reports
Approves expense reports for direct reports
Competency – knowledge, skills and abilities:
Proficient use of a laptop and operating accessories
Proficient use of microsoft office applications (outlook, teams, onedrive, sharepoint, forms, powerpoint word, excel)
Knowledge of the insurance industry, including mitigation, contents, and reconstruction concepts and verbiage
Assertive, professional communication skills - adaptive communication based on the context of the information being conveyed, both verbal and written
Ability to assertively embrace the continuous improvement model and provide feedback necessary to move the business forward
Proficient use of technology applications, including the creation of new documents
Ability to independently problem solve, resolve conflict, and manage priorities
Ability to learn and implement new processes related to our industry and the specific duties and responsibilities required to be successful in this role
Ability to review and write estimates for water mitigation, mold, fire mitigation, temporary repairs, contents, and reconstruction estimates in a timely manner
Ability to complete multiple reviews within a given time frame
Knowledge of estimating platforms; xactware products, symbility, and other estimating software
Knowledge of estimating principles for the insurance industry
Ability to learn and operate our primary operating systems
Ability to successfully pass required industry and company certifications on first attempt
Ability to answer and communicate with pdri, independent franchises and pdo offices via phone and email
Ability to work office equipment (fax, scanner, printer, phone system, computers)
Ability to work in our main operating systems
Ability to work independently
Ability to pass and maintain a satisfactory background check
Ability to maintain a level of confidentiality
Required education and experience
High school diploma or ged
Bachelor’s degree or equivalent experience in insurance claims or related field
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
3 plus years’ experience with personnel management or coaching
Preferred education and experience
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.
5 plus years’ personnel management or coaching experience
Physical requirement
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.
Constantly operates a computer and other office productivity machinery, such as a calculator, fax machine, copy machine, and computer printer.
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
Occasionally will lift up to 10lbs
Ability to safely operate a company vehicle
Travel
This position may require up to 10% travelThis position may require travel to franchise locations, trainings, and team meetings.
Reasonable accommodation for disability
Any applicant or employee, who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to contact human resources to begin the interactive exchange process.
The ada defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.
Disclaimer
Paul davis restoration is an equal opportunity and affirmative action employerPaul davis restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
