Quality Assurance Manager Jobs

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This position will further develop and lead the Quality Assurance Program within Canstar. This role requires working with the quality assurance team to ensure that the procedures carried out in the Lower Mainland are similarly implemented at our area locations. This role 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 position requires someone who is a strong communicator, highly organized and possesses significant relevant experience working in the property damage restoration and insurance industry. This role will also assist with Canstar’s projects as needed.
Duties And Responsibilities
Leadership

• Supporting internal Quality Assurance and Quality Management System practices and promoting our quality culture.
• Ensure that all personnel under your direct supervision are educated in and abide by company policies, procedures, and plant safety rules
• Show leadership by demonstrating a balanced focus on quality, safety, and production
• Coordinate the tasks of the quality department according to priorities and urgencies of the plant

Documentation

• Perform internal audits and follow-up on corrective actions
• Create, deploy, and maintain all written quality programs
• Maintain, develop, and prepare quality reports to present to management and at town hall meetings

Quality Assurance

• Develop quality programs to reduce the cost of poor quality and number of complaints
• Consolidate review information and report to Branch Manager/Leadership on overall performance.
• 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
• Review project notes and communications to ensure quality, content and tone reflects best practices and fulfills client requirements
• Make recommendations for training opportunities for individuals and
• Review existing/legacy AR at regular intervals and assist in collection efforts
• Assist in collection of outstanding accounts, giving guidance to project team on appropriate action to collect and/or taking appropriate action on their own
• Maintain a high-level of professional and courteous communication with all stakeholders to ensure satisfaction and further build the business
• Analyze the quality issues, and complaints and implement appropriate controls to prevent reoccurrence of issues
• Ensure the quality management system is functioning effectively, including advising on changes, offering recommendations on implementation, and providing training, tools, and techniques to enable others to achieve quality standards
• Routinely review project documentation to ensure all required information is complete and stored in appropriate areas (PSA, Encircle, SharePoint, etc.)

Health and Safety

• Ensure that self and others adhere to Canstar’s health and safety practices and procedures
• Ensure that self and others on site are wearing all required PPE, when required
• Understand safety policies and protocols
• Ensure good housekeeping is kept to perform work safely and efficiently

Who We Are Looking For
A personable and well-organized individual with a strong administrative background is a perfect match for a Canstar HR Generalist. 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 Canstar Quality Assurance Manager are:
Qualifications And Experience

• 10+ years of experience in restoration project management, insurance adjusting, insurance administration or similar role
• CIP designation is an asset
• IICRC Certification is an asset
• Completion of a University Degree or equivalent Technical Diploma in a suitable Science or another associated discipline

Knowledge, Skills & Abilities

• Shown success in building cross-discipline and cross-team collaborations.
• Strong administrative and clerical skills, with an eye for detail and accuracy
• Proficiency in the use of Xactanalysis, Contractor Connection, Claims Connect, and other insurance industry software
• Thorough understanding of property damage insurance claims process
• Desire to advance and influence quality improvements in supporting a positive customer experience.
• Ability to lead a team efficiently in working to tight timeframes, across multiple projects.
• Ability to multitask and prioritize in an ever-changing environment
• Tech savvy with the ability to work efficiently with a smart phone and MS Office (Outlook, Word, Excel)
• Excellent communication (verbal and written) and interpersonal skills
• Thorough understanding of insurance company and insurance adjuster needs and expectations
• Excellent customer service skills, with the ability to communicate appropriately with various stakeholders (internal management/admin, insurance adjusters, insurers, TPAs etc.)

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

• This position reports out of the Coquitlam Canstar’s branch
• Monday – Friday, day-time hours with flexible start/end times. Some early mornings may be required to accommodate meetings.
• Travel to other Canstar branches and job sites may be required periodically

Perks of working for Canstar….

• Great companycultureandcareeradvancementopportunities
• Extended health and dentalbenefitsfor you and your family
• Competitivecompensationand generousbonusstructure
• Monthly ‘Bring-Your-Pooch-to-Work’ days!
• Flexiblehours and work from home opportunities
• Industry-related Tuition Reimbursement (50% - 100% of tuition costs!)

Applicants: We thank you for your interest but due to the volume of applications, only qualified and suitable candidates will be contacted.
Agencies: Please do not contact us about this position.
We celebrate equality and diversity in the workplace. Our commitment is to ensure equity in employment, and we affirm and welcome applicants from all backgrounds of race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, gender identity, gender expression, sexual orientation and age, except as prescribed by law.