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    Quality Assurance Team Manager - Jacksonville, United States - Paul Davis Restoration, Inc.

    Paul Davis Restoration, Inc.
    Paul Davis Restoration, Inc. Jacksonville, United States

    1 week ago

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    Description

    Job Description

    Job Description


    Position Summary
    Paul Davis Restoration, Inc.

    is 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 disasters.

    The Paul Davis Network is made up of more than 320 franchises across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives. Paul Davis Restoration, Inc. is owned by FirstService Corporation, a global leader in the rapidly growing real estate services sector. [More information about Paul Davis can be found at ]. In our business, training of local marketing professionals is critical to the continued success of the Network.

    This Quality Assurance Team Manager will serve as a member of the Quality Assurance team.

    The 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 carriers score card.

    Work standards for the Manager and the team are focused on accuracy, speed, and customer service. The QA Team Manager will support the team with claim management escalations and oversight.


    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 with coordination of claims, reviews of mitigation, contents, and reconstruction estimates, and
    estimating through the FAST Program as needed
    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
    Last Updated Page 2 of 3
    Approves timecards for direct reports
    Approves expense reports for direct reports
    Other projects or duties as assigned


    Required Education and Experience
    High School Diploma or GED
    Bachelors 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
    The physical demands described here are representative of those that must be met by an employee to
    successfully perform the essential functions of this job. The employee is occasionally required to sit, climb or
    Last Updated Page 3 of 3
    balance, stoop or kneel. Specific vision abilities required by this job include close vision, distance vision, color
    vision, peripheral vision, depth perception and ability to adjust focus.
    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


    Work Environment
    The employee will be working indoors. The employee will be exposed to air conditioning and heat. The
    employees will be exposed to normal noises throughout the office.


    Travel
    This position may require up to 10% travel. This 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 employer. Paul 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.
    The job description is not designed to cover or contain a comprehensive listing of activities, duties or
    responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be
    assigned at any time with or without notice.

    I can perform the essential duties and responsibilities of the job description.

    Flexible work from home options available.
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