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 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
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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
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
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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.