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Quality Assurance Manager

3 months ago

Coquitlam, British Columbia, Canada Canstar Fire and Flood Full time

Position Overview
This position will further develop and lead the Quality Assurance Program within Canstar.

This role requires working with the quality assurance team to ensure that the procedures carried out in the Lower Mainland are similarly implemented at our area locations.

This role will work with property damage project stakeholders to increase the quality of the claims handling process resulting in increased stakeholder satisfaction, better customer service and reduced project lifecycle times.

This position requires someone who is a strong communicator, highly organized and possesses significant relevant experience working in the property damage restoration and insurance industry.

This role will also assist with Canstar's projects as needed.

Duties and Responsibilities
- _Leadership_

  • Coordinate the tasks of the quality department according to priorities and urgencies of the plant
  • Show leadership by demonstrating a balanced focus on quality, safety, and production
  • Ensure that all personnel under your direct supervision are educated in and abide by company policies, procedures, and plant safety rules
  • Supporting internal Quality Assurance and Quality Management System practices and promoting our quality culture.
- _Documentation_

  • Perform internal audits and followup on corrective actions
  • Maintain, develop, and prepare quality reports to present to management and at town hall meetings
  • Create, deploy, and maintain all written quality programs
- _Quality Assurance_

  • Develop quality programs to reduce the cost of poor quality and number of complaints
  • Analyze the quality issues, and complaints and implement appropriate controls to prevent reoccurrence of issues
  • Ensure the quality management system is functioning effectively, including advising on changes, offering recommendations on implementation, and providing training, tools, and techniques to enable others to achieve quality standards
  • Work with leadership and management to establish best practices and protocols for Quality Control and Quality Assurance
  • Work with Project Managers, Project Coordinators, Supervisors and Administrative staff to ensure projects are being handled according to best practices and/or client requirements
  • Routinely review files in various stages of completion to ensure the project team is updating control points promptly including workflow dates, XA control points, and other inputs that affect internal and thirdparty KPIs
  • Routinely review project documentation to ensure all required information is complete and stored in appropriate areas (PSA, Encircle, SharePoint, etc.)
  • Review project notes and communications to ensure quality, content and tone reflects best practices and fulfills client requirements
  • Consolidate review information and report to Branch Manager/Leadership on overall performance.
  • Make recommendations for training opportunities for individuals and
  • Assist in collection of outstanding accounts, giving guidance to project team on appropriate action to collect and/or taking appropriate action on their own
  • Review existing/legacy AR at regular intervals and assist in collection efforts
  • Maintain a highlevel of professional and courteous communication with all stakeholders to ensure satisfaction and further build the business
  • Health and Safety_
  • Ensure that self and others adhere to Canstar's health and safety practices and procedures
  • Ensure good housekeeping is kept to perform work safely and efficiently
  • Understand safety policies and protocols
  • Ensure that self and others on site are wearing all required PPE, when required

Who we are looking for:

A personable and well-organized individual with a strong administrative background is a perfect match for a Canstar HR Generalist.

Experience working in a fast-paced environment focused on internal customer service will have you off on the right foot for this position.

Other important attributes of a future Canstar Quality Assurance Manager are:

Qualifications and Experience

  • Completion of a University Degree or equivalent Technical Diploma in a suitable Science or another associated discipline
  • 10+ years of experience in restoration project management, insurance adjusting, insurance administration or similar role
  • IICRC Certification is an asset
  • CIP designation is an asset
Knowledge, Skills & Abilities

  • Thorough understanding of property damage insurance claims process
  • Thorough understanding of insurance company and insurance adjuster needs and expectations
  • Ability to lead a team efficiently in working to tight timeframes, across multiple projects.
  • Desire to advance and influence quality improvements in supporting a positive customer experience.
  • Shown success in building crossdiscipline and crossteam collaborations.
  • Proven management experience including demonstrated change management competency
  • Excellent communication (verbal and written) and interpersonal skills
  • Tech savvy with the abil