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

A Quality Assurance Supervisor’s role in the Quality Assurance Department is to manage the performance of the Quality Assurance Team, providing support, coaching and guidance toward development of all Administrative Assistants, Quality Assurance Representatives/Job File Audit Specialist, Billing Dispute Coordinators, Quality Assurance Coordinators and Team Leads. Supervisors recruit, coach, mentor and evaluate quality team members.

• Develop the Quality Assurance team.
• Maintain department organization.
• Train and develop the team.
• 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.
• Performance management reviewing quality scorecards to ensure maximized efficiency and performance.
• Maintain accurate database information.
• Set up Xact Analysis, as well as handle cancellations.
• Manage NAPA.
• Duplicate Xact Analysis emails.
• Delete duplicate CES Xact Analysis assignments.
• Ensure 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.
• Liase 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.
• Manage projects, as needed.

• 1+ year(s) of Supervisory experience
• Strong written and verbal communication skills including proper pronunciation, grammar and a consistently courteous and professional tone of voice at all times.
• Ability to listen and ask questions in order to provide excellent customer service.
• 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.
• Ability 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 2007/2010 experience (i.e.: Outlook) and Salesforce experience, a plus.

• High School Diploma or GED required
• Relevant college courses or degree preferred

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.