Quality Assurance Supervisor

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Quality Assurance Supervisor’s role in our Quality Assurance Department is to manage the performance of the Quality Assurance Team, providing support, coaching and guidance toward development of all Estimate Review Specialists, Quality Assurance Support Specialist, Team Leads. Supervisors recruit, coach, mentor and evaluate quality team members.

You will

• Identify, train, and develop quality team members.
• Manage team performance through quality scorecards to maximize efficiency and results.
• Maintain department organization and ensure accurate database information.
• XactAnalysis setups, cancellations, NAPA overrides, duplicate email resolutions, and deletion of duplicate CES assignments.
• Manage audit metrics to ensure quality files are submitted to our insurance clients.
• Manage billing dispute metrics to ensure insurance clients are retained.
• Manage customer complaint resolution process to ensure customer retention and brand protection.
• Manage customer service to internal and external customers to ensure customer satisfaction.
• Quality team development, ensuring all Department organization documents are updated and current.
• Perform job file audits, manage billing disputes, customer complaints, and phone capturing during peak volume times.
• Provide one call resolution for internal and external customers and promote customer retention.
• Liaison with Field Operations Managers and/or National Accounts to ensure compliance of franchises with National Accounts guidelines and resolution of billing disputes and customer complaints.
• Ensure clear communications with internal and external customers and within Department.
• Project management.

You have

• 1+ year(s) of supervisory experience required.
• 3 years of relevant experience required in insurance, construction, damage evaluation and estimating, building repair, or similar backgrounds required.
• Ability to utilize technology to review, and analyze written information and estimate damages required.
• Must possess polite and confident, excellent customer service skills, including listening and questioning.
• Outstanding written and verbal communication skills including proper pronunciation, grammar and a consistently courteous and professional tone of voice at all times.
• Excellent organizational skills, analytical and strong attention to detail.
• PC skills in a multi-screen/task environment. Type at least 40+wpm with minimal errors.
• Adaptable to remain calm and reasonable amidst tense or stressful situations.
• Ability to multi-task.
• Ability to work in a fast paced, team oriented office environment.
• Microsoft Office (i.e.: Outlook) and Salesforce experience, a plus

Education

High School Diploma required.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.