About the role

Quality Assurance Administrator supporting franchise quality assurance across 340 locations in North America. Ensuring compliance with insurance carrier standards and managing claims effectively.

Responsibilities

Review insurance claim files in systems such as Xactanalysis to ensure compliance with carrier SLAs and internal standards
Monitor performance metrics and identify trends or recurring compliance issues
Follow up with franchise locations on quality and compliance gaps, and escalate issues when necessary
Manage the QA inbox and internal communications (Teams), ensuring timely and accurate responses
Support the Quality Assurance team with administrative and coordination tasks
Assist during catastrophe (CAT) events, helping manage increased claim volumes and operational demands
Maintain a strong understanding of client SLA requirements and compliance programs
Additional duties as assigned

1–2 years of experience in an administrative, insurance, or claims-related role
Experience in property restoration or insurance is an asset
Strong proficiency in Microsoft Excel, including pivot tables, VLOOKUP, and reporting
Familiarity with carrier SLAs and KPI tracking is an asset
Excellent attention to detail and ability to manage repetitive, high-volume tasks
Strong organizational and time management skills
Clear and professional written and verbal communication skills
Ability to take initiative, work independently, and follow through on tasks
Analytical mindset with strong problem-solving abilities
Computer literacy with MS Office Suite (Word, Excel, PowerPoint), SharePoint, Adobe, etc.
The ability to work under pressure
Exceptional attention to detail, sound decision-making ability
Ability to conceptualize
Self-driven
Ability to work office equipment (fax, scanner, printer, copier, phone system, computers)
Ability to work independently and make decisions
Maintain a high level of confidentiality
Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics