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SERVPRO · 22 hours ago

Quality Assurance Supervisor

Gallatin, TN

Full-time

Onsite

Entry, Mid Level

1+ years exp

SERVPRO is a trusted leader in fire and water cleanup and restoration services, mold mitigation, and pathogen remediation. The Quality Assurance Supervisor manages the performance of the Quality Assurance Team, providing support and guidance to develop team members and ensure quality service delivery to clients.

ConsumerIndustrial

Responsibilities

Develop the Quality Assurance team

Maintain department organization

Train and develop the team

Manage audit metrics to ensure quality files are submitted to our insurance clients

Manage billing dispute metrics to ensure Insurance clients are retained

Manage customer complaint resolution process to ensure customer retention and brand protection

Manage customer service to internal and external customers to ensure customer satisfaction

Performance management reviewing quality scorecards to ensure maximized efficiency and performance

Maintain accurate database information

Set up XactAnalysis, as well as handle cancellations

Manage NAPA

Duplicate XactAnalysis emails

Delete duplicate CES XactAnalysis assignments

Ensure all Department organization documents are updated and current

Perform job file audits, manage billing disputes, customer complaints, and phone capturing during peak volume times

Provide one call resolution for internal and external customers and promote customer retention

Liase with Field Operations Managers and/or National Accounts to ensure compliance of Franchises with National Accounts Guidelines and resolution of Billing Disputes and Customer Complaints

Ensure clear communications with internal and external customers and within Department

Manage projects, as needed

Qualification

Supervisory experienceCustomer serviceMicrosoft OfficeOrganizational skillsSalesforceAnalytical skillsMulti-taskingCommunication skillsAttention to detailTeam-oriented

Required

1 + year(s) of Supervisory experience

Strong written and verbal communication skills including proper pronunciation, grammar and a consistently courteous and professional tone of voice at all times

Ability to listen and ask questions in order to provide excellent customer service

Excellent organizational skills, analytical and strong attention to detail

PC skills in a multi-screen/task environment. Type at least 40+wpm with minimal errors

Ability to remain calm and reasonable amidst tense or stressful situations

Ability to multi-task

Ability to work in a fast paced, team oriented office environment

Microsoft Office 2007/2010 experience (i.e.: Outlook) and Salesforce experience, a plus

High School Diploma or GED required