Quality Review Coordinator

About IBHS:

The Insurance Institute for Business & Home Safety (IBHS) is an independent, non-profit, scientific research organization supported solely by the property and casualty insurers and reinsurers who conduct business or reinsure risks in the U.S.

The mission of IBHS is to break the cycle of human suffering that strikes families and communities in the wake of severe weather. As the impacts of climate change are yielding more extreme weather events, the need to improve our current and future infrastructure is evident. Through our continued research, our team of scientists and risk communicators deliver strategies that are geared towards improving modern building codes which lead to safer and stronger homes and businesses. IBHS’s real-world solutions enable the insurance industry and affected property owners to prevent avoidable losses.

Summary of Position:

Interprets and implements quality assurance standards in Wildfire Prepared Home (WFPH) program to ensure proper customer service and timely response to all inquiries. Review pictures of existing buildings to identify differences in materials and methods when compared to the WFPH standard. Ability to effectively communicate differences to others via email, phone and in person.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Plans and conducts the analysis, inspection, design, test, and/or integration to assure the proper standards are met on applications.

• Performs quality reviews of documentation for compliance with stated requirements.

• Documents data obtained during all assurance activities, consistent with company policies and procedures.

• Develops new approaches to solve problems identified during quality assurance activities.

• Communicates significant issues or developments identified during quality assurance activities and provides recommended process improvements to management.

• Prepares reports to communicate involvement and results of quality assurance activities.

• Prepares and presents technical and program information to others.

• Assists technical and administrative workers engaged in quality assurance activities.

• Maintains a working knowledge of government and industry quality assurance codes and standards.

• Talks with customers by phone or in person and receives their information and updates.

• Examines pertinent information to determine accuracy of customer needs and remedy any errors.

• Notifies customer and designated personnel of findings, adjustments, and recommendations.

• Recommends to management improvements in product, process, service, or procedures to prevent future complaints of similar nature.

• Follows up on recommended adjustments to ensure customer satisfaction.

• Keys information into computer to obtain computerized records.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

• Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor's degree from four-year college or university preferred; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

• Spanish language competency is desirable but not required.

Mathematical Skills

• Ability to perform basic calculations. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

• Strong computer skills are needed. Microsoft programs as well as the ability to learn other programs.

Customer Service

• Previous experience in customer service required. Ability to deliver stellar service via email, phone and in person.

Construction

• Basic building/construction knowledge preferred.
  
  ​​​​​Commitment to Diversity
  IBHS is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives.
  
  Applicants should be authorized to work in the US. All positions are located on site, five days/week at the named location.
  ​​​​​Drug‐free Workplace, Equal Opportunity Employer & E‐Verify Employer
  
  Job Types: Full-time