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Project Quality Specialist

3 weeks ago

Coquitlam, Canada Canstar Restorations Full time

**Summary**

This position 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 will be achieved by routinely reviewing/auditing files in various stages of completion to ensure that KPIs and communication objectives are being met. The position will also be responsible for receiving invoicing requests from the project management team, auditing the request for compliance, issuing the invoice to the final payor and following up until payment is received. 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.

**Duties and Responsibilities**
- 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 third-party 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
- Receive and audit invoicing requests from project management team for files in various stage of completion. Ensure that all documentation is complete and work with Bookkeeper to create invoices
- Send invoices to client/payor, follow up to ensure receipt, and communicate with payor until receivables are collected
- 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 high-level 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 Project Quality Specialist. 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 Project Quality Specialist are:
**Qualifications and Experience**
- 8+ 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
- Excellent communication (verbal and written) and interpersonal skills
- Tech savvy with the ability to work efficiently with a smart phone and MS Office (Outlook, Word, Excel)
- Proficiency in the use of Xactanalysis, Contractor Connection, Claims Connect, and other insurance industry software
- Strong administrative and clerical skills, with an eye for detail and accuracy
- Excellent customer service skills, with the ability to communicate appropriately with various stakeholders (internal management/admin, insurance adjusters, insurers, TPAs etc.)
- Ability to multitask and prioritize in an ever-changing environment

**Company Overview**

Canstar is a Canadian restoration company, owned and operated since we opened in 1985. We have branches both in BC and in AB. Canstar focuses on helping people after experiencing a fire, flood or other structural trauma to their home/business.

We love taking part in community events and are pleased to help our furry friends by sponsoring the BCSPCA. We pride ourselves as being the best in the restoration industry by providing excellent service, prioritizing safety, and delivering a very high level of quality work to our customers.

**Working Conditions**
- Position is based out of the head office in Coquitlam with occasional travel within the BC Interior and Lower Mainland
- Hours are generall