Quality Assurance Manager

LIV Communities is a home building and land development company operating out of a head office in Burlington. LIV Communities is a company that has a reputation for excellence, quality, and service. It is staffed by highly qualified people who are hard-working, team-oriented, and focused on getting the results needed to make LIV Communities successful.

The role of the Quality Assurance Manager is to schedule and manage completion of Pre-Delivery Inspections for all of LIV Communities’ sites. This includes responding to purchasers’ needs and ensuring home readiness prior to delivery. This position ensures compliance to all company policies and procedures, as well as any Tarion or other government regulations as it pertains to new home construction.

**Head of Quality Assurance Representative Duties**
- Lead and develop a high-performance team consisting of PDI representatives and Service Technicians
- Manage and organize the PDI schedule along with the Site Finishing Super
- Schedule PDI’s (Pre-Delivery Inspections) with homeowners
- Ensure all extras and upgrades are in the home by verifying against paperwork
- Conduct home QA inspections prior to Pre-Delivery Inspection for home readiness
- Update, track, control and maintain organized PDI documents and files; upload all necessary Tarion documents to the Tarion Builder Portal and shared folders
- Review, track trends and quality control issues; escalate where necessary
- Work with the Site Finishing Super to ensure all PDI items are resolved and sign-offs have been obtained
- Effectively and positively communicate and report progress and trade intervention requirements to Site Finishing Super and Service Manager
- Assist other team members when required in the interest of homeowners
- Review work orders on a proactive and daily basis
- Advise of process to assign work to trade partners
- Manage trade contractors during trade service appointments and site visits
- Obtaining homeowners signature on completed items for PDI sign-off’s
- Develop a constructive and helpful working relationship with homeowners
- Ability to manage conflict by taking a proactive and professional approach to ensure conflict resolution
- *Responsibilities and essential functions may be modified at any time depending on business needs_

**Customer Service Duties**
- Greet all homeowners and celebrate their new home
- Respond accurately and quickly to homeowner inquiries and assist with the resolution process if needed; follow up to ensure a resolution has been met
- Follow communication procedures, guidelines and policies
- Go above and beyond to engage homeowners leading up to and during their PDI

**Requirements**:

- Proven ability to deliver exceptional customer service
- Ability to work independently or in a team setting; ability to be professional
- Must possess excellent written and verbal communication skills
- 3-5 years previous experience in the home construction service industry preferred; along with a working knowledge of the home construction process
- Knowledge of Tarion (Construction Performance Guidelines) and general OBC requirements
- Demonstrate ability to manage conflict and convey solutions for problem resolution
- Ability to adapt to critical incidents, problem solve, and maintain multiple priorities without compromising the quality of work
- Recognized ability to work under pressure, handle stressful situations and maintain flexibility
- Computer knowledge an asset; Excel, Word, Outlook, and Builder Lynx
- Comfortable in the use of technology (smartphones, tablets, or computers) to record, review and communicate information related to deficiency lists and communicate with service coordinator(s)

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday

**Education**:

- DCS / DEC (preferred)

**Experience**:

- home construction service: 3 years (preferred)

Work Location: In person