Quality Assurance Team Manager

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 www.PaulDavis.com]. 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 carrier's 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

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• 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
• 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

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

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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.