Quality Assurance Manager

• Jan 2022 - Present

Senior Quality Assurance Specialist

• Jul 2010 - Present

Every insurance or TPA carrier client is serviced by a Client Services team that includes both a Client Care and Quality Assurance Specialist. We focus on helping adjusters effectively resolve auto claims so their policyholders can quickly get back to their normal routines. I strive to build successful, long-term client partnerships so they meet their operational objectives and meet or exceed their customer satisfaction goals. My job responsibilities include:- Playing an active role in onboarding new clients and throughout the ongoing client relationship. Expedite the flow of information and resources in the claims handling process. - Giving timely feedback and status reports to clients and body shops, ensuring the vehicle repair process stays on track.- Providing consultant type expertise, interpretation and guidance to claims adjusters, appraisers and repair facilities.- Evaluating fair and accurate itemizations of claim-related vehicle damage, in compliance with Auto Policy and Standard Fair Claims Practices. Concentration on identifying compliance with standardized Policy and Industry Standard guidelines.- Assessing safe and effective repair procedures with body shop managers and technicians, to ensure a quality finished product.- Writing estimates in all appraisal formats.

Senior Quality Assurance Associate

• Jul 2010 - Present

Lead Field Manager

• Mar 2004 - Dec 2008

Responsible for managing the activities of construction projects, ensuring construction schedules, safety, SWPPP, quality standards, and customer satisfaction are maintained throughout the construction process.Primary ResponsibilitiesValidate schedule progression and adherence.Work with team to share feedback and improve planning activities, including, but not limited to:Vendor coaching and performance feedback through schedule and quality recordablesDesign quality, materials management, budget accuracy, and take-off accuracyManage the customer experience throughout the construction process through close of houseCollaborate with trade partners throughout construction process to improve quality and efficiencyBuild sustainable relationships of trust with the homeowner through open and interactive communicationInterface with Sales personnel to manage neighborhood and customer activities and referralsEnsure job sites adhere to company safety and SWPPP standardsAssist in resolving issues/conflicts related to daily construction activities (e.g., vendor contracts, work orders, job progress, design)Authorize payment for materials received and work completedEnsure trade partner work is completed on time and within defined standards for qualityCollaborate with Process Improvement, Resource Planning and Purchasing in construction processesInspect/validate workmanship and product quality to conform to Company standards.