Quality Management Department (QMD) Administrator

About CRDN:

Certified Restoration Drycleaning Network, LLC (CRDN), is a franchise organization supporting independently owned and operated franchise restoration specialists trained in restoring textiles, electronics, and art and collectibles, as well as the performance of full-service contents restoration services, all with respect to items damaged by insured casualties. To discover more, visit www.CRDN.com.

Position Overview:

The QMD Administrator is responsible for ensuring that all personal property restoration projects meet the company's quality standards and comply with industry regulations and best practices, including overseeing job performance and submission compliance for all Regional and National Programs for CRDN as well as certain other job types. The QMD Administrator will assist our franchisees with documentation verification, program assignments, audits, job assignments, estimate uploads, and communicate with our outside vendors. They will also interact directly with carriers and adjusters to resolve issues, while assisting in developing the architecture to create a Client Support process and team.

The QMD Administrator will focus on either the QA or the PMD division, depending on the need at the time of hiring, but will be crossed trained on all functions.

We are looking for a customer service focused individual who has experience with complaint resolution, excellent customer service skills, and is detail oriented. They must be proficient and highly versed in all Microsoft Office applications.

This is a full-time hourly position, which requires availability for part-time weekend and holiday work on a rotating weekend basis (typically, every fourth weekend). All weekend and holiday coverage can be performed remotely.

We offer medical, dental, vision, and short- and long-term disability coverage. We offer a 401K program with specified matching after one year of employment, along with 15 days of paid time off, and certain holiday paid time off as well.

QA Primary Responsibilities:

Estimate & Invoice Review:

• Conduct detailed reviews of project-related estimates and/or invoices to ensure accuracy, completeness, adherence to contract terms and pricing agreements and compliance with industry standards.
• Verify that all billed items, materials, and services align with the approved scope of work and documentation.
• Use standardized checklists to document findings, including any defects or areas needing improvement.
• Provide detailed feedback to partner teams on findings for partners to assess, make changes and submit to client.
• Prepare clear, concise, and well-documented reports summarizing bill reviews, including findings, recommendations, and any necessary adjustments.

PMD Primary Responsibilities:

• Upload Regional/National Program jobs
• Follow program guidelines
• Assign Programs
• Review project documentation, including reports, photos, and progress updates, to ensure accuracy and completeness, and the documents and pictures properly support the estimate and/or invoice line items and job scope.
• Verify that all required information is recorded and maintained in a centralized repository.
• Utilize communication portals to assess frequency and quality of communications, documenting, advising and training partners on effective communications.
• Work in/with Xactimate, Symbility, other 3rd party software, CRDN internal software, as well as Microsoft Office Suite (Word, Excel, Outlook).
• Perform other projects and duties as assigned

Qualifications and Requirements:

• Customer Service experience-Minimum of two years.
• Proven leadership experience.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving and analytical skills.
• Proficiency in using customer support software and tools.
• Ability to work well under pressure.
• Effective time management and organizational skills.
• Strong interpersonal skills and ability to work with different personalities
• Excellent written communication skills
• Strong team player
• Exceptional customer service ability, including phone presence and ability to multi-task
• Solid computer skills, including Microsoft Office
• Participate in recurring meetings with various departments as requested
• Work in/with Xactimate, Symbility, other 3rd party software, CRDN internal software, as well as Microsoft Office Suite (Word, Excel, Outlook).

This Company Describes Its Culture as:

• Innovative -- innovative and risk-taking
• Outcome-oriented -- results-focused with strong performance culture
• Team-oriented -- cooperative and collaborative

AAP/EEO Statement

The company provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Job Type: Full-time

Pay: $47,500.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Military leave
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• Berkley, MI 48072 (Required)

Ability to Relocate:

• Berkley, MI 48072: Relocate before starting work (Required)

Work Location: In person

Salary : $47,500 - $52,000