Quality Assurance Analyst

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

Job Summary

A Quality Assurance Analyst's role in the Quality Assurance Department is to coach and train the Estimate Review Specialists, Billing Dispute Coordinators, Administrative Assistants through departmental scorecards and training initiatives. This role evaluates the accuracy, consistency, and carrier compliance of the estimates reviewed by our estimate review staff. This role will develop and maintain scorecards, collaborate with account managers on carrier-specific guidelines, and serve as the go-to mentor for new hires entering the review team.

You will

Analytical Responsibilities

• Develop and/or maintain and complete individual scorecards for review staff.
• Conduct structured audits of review staff, evaluating accuracy and carrier-guideline adherence across estimate reviews.
• Identify patterns in review errors and recommend process improvements, training topics, or guideline updates.
• Track performance trends and provide surface findings to leadership.
• Exercise objective judgment and critical decision making.
• Provide guidance to audit leadership on Quality Assurance Department employee performance appraisals.
• Maintain Accurate Database information.
• Liaise between audit leadership and the Estimate Review Specialists, Administrative Assistants, Billing Dispute Coordinators and Quality Assurance Coordinators quality of work.

Guideline Development Responsibilities

• Partner with account managers to align review workflows with current insurance carrier requirements and guidelines.

Training/Other Responsibilities

• Serve as a dedicated mentor and trainer for new-hire review staff; build onboarding materials and provide ongoing coaching opportunities to leadership.
• Complete all training and coaching sessions as required and/or requested by leadership.
• Participate in peer-to-peer feedback sessions.
• Handle XactAnalysis setups for SERVPRO HQ staff.
• Assume additional responsibilities, as assigned.

You have

• 3-5 years of experience in insurance, construction, damage evaluation and estimating, building repair or similar backgrounds with mitigation, reconstruction, and contents.
• Experience developing training materials or SOPs.
• Ability to utilize technology to review and analyze written information and estimate damage.
• Ability to understand and have a solid technical background that includes an exceptional understanding (and possible hands-on experience) in loss estimating.
• Excellent organizational skills, analytical and strong attention to detail.
• Strong analytical and mathematical ability.
• Strong MS office experience (i.e.: Excel, PowerPoint, Outlook).
• Xactimate and Symbility experience highly preferred
• Hold Xactware Certifications (i.e., X1, X2, X3 levels)
• Salesforce experience is a plus.
• PC skills in a multi-screen/task environment.
• Adaptable to remain calm and reasonable amidst tense or stressful situations.
• Comfortable delivering feedback and coaching to peers.
• Ability to manage competing priorities independently.
• Ability to work in a fast-paced, team-oriented office environment.

Education

• Bachelors Degree (Preferred)
• Work Experience with Industry Certifications in lieu of formal degree

Working Conditions

• Fast-paced, high-pressure remote environment.
• Standard working hours, based on a 40-hour work week.
• Additional working hours required as needed to complete assignments and projects on schedule
• Commit to working a minimum number of Holidays.
• Minimal travel as required for business needs.
• Work location: Remote

About SERVPRO

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.