Warranty Claims and Quality Control Specialist

Top Job

Located in San Diego , CA

Salary: $20

Key Responsibilities:

• Hybrid Claim & Data Workflow: Manage the end-to-end workflow for on-site service disputes within our CRM, ensuring cases are accurately logged and thoroughly investigated while adhering to our SLAs. Additionally, aggregate and document daily ratings and survey data for virtual (OPI/VRI) assignments.

• Quality Trend Analysis (Virtual Focus): Assist the QC lead in reviewing 1-star and 2-star OPI/VRI calls. Identify and document trends related to client dissatisfaction, helping the team implement preventative strategies to reduce low-rated outcomes.

• Intake and Coordination (On-Site Focus): Act as a primary point of contact for receiving and logging incoming on-site quality claims. Coordinate with internal Scheduling and Accounting teams to gather necessary service details, verify information, and assist with resolution actions.

• Compliant Communication: Communicate professionally with clients and independent linguists to request missing information or clarify details. Ensure all communications regarding service issues are aligned with Hanna’s Independent Linguist Quality and Performance Procedure.

• Documentation and Reporting: Conduct initial reviews of claims and low-rating alerts to ensure all required information is present. Log issues accurately into Informational, Contractual Review, or Critical categories. Assist the team by running routine reports on claim volume, OPI/VRI rating averages, and resolution times.

Skills and Qualifications:

• Experience: 2+ years of experience in a claims, data analysis, coordinator, or support role, preferably in quality assurance, customer success, or compliance.

• Technical Proficiency: Strong command of CRM software (HubSpot or similar) and Microsoft Office Suite. Advanced proficiency in Excel/Google Sheets (managing data sets, tracking reporting) is highly preferred.

• Communication Skills: Exceptional written and verbal communication skills. Ability to craft professional mass communications and handle sensitive phone conversations with composure.

Organization & Security skills: Proven ability to handle sensitive and confidential information (including HIPAA-related data) with absolute integrity. A keen eye for detail, and the ability to spot trends in data

To apply: Call/Text 619-281-1000

Or visit https://expresspros.com/sandiegodowntownca/

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