Quality Assurance Coordinator

Summary

The Quality Assurance Coordinator supports flooring installation quality and customer satisfaction by performing pre-inspection functions and virtual inspections, gathering and documenting job information, scheduling inspections and service appointments, and processing LAR chargebacks. This role also provides Installation Coordinator support as needed to keep installations on schedule and customers informed.

FLSA Status: Hourly, Non-Exempt

Essential Duties and Responsibilities:

Pre-Inspection and Information Gathering

• Perform basic pre-inspection functions by reviewing work orders, product and site  details, and supporting documentation to identify potential installation concerns before work begins.
• Review work orders for accuracy, verify technical information, and identify and resolve labor and/or product issues.
• Gather accurate and complete information from customers, installers, and internal partners, including photos and job-site details, to support inspections and issue resolution.
• Upload and update information in IMS and SPOT, and maintain accurate, organized job documentation.

Virtual Inspections and Service Appointments

• Perform virtual inspections, record quality issues, and initiate plans to decrease installer deficiencies.
• Conduct  virtual service appointments to investigate and resolve customer complaints.
• Determine the appropriate action for installation quality issues and follow through to ensure repairs or re-installations are scheduled.
• Refer issues that cannot be resolved through the virtual process to the Quality Assurance Specialist or Area Installation Specialist for on-site follow-up.
• Report recurring or significant installer quality concerns to the Area Installation Specialist.

Scheduling and Communication

• Schedule virtual inspections, service appointments, and repair or re-installation visits with customers and installers, and confirm appointments.
• Communicate with customers to provide updates, set expectations, and complete follow-up calls to ensure satisfaction.
• Communicate  with installers, subcontractors, and internal partners regarding scheduling, job details, and open issues.

Chargebacks

• Review and process chargebacks related to installation repair or replacement issues, ensuring supporting documentation is complete and accurate.
• Discuss chargebacks with installers as needed.
• Process work invoices, including chargebacks, and submit to the Accounting Department.

Installation Coordinator Support (As Needed or Required)

• Provide Installation Coordinator support as needed or required to meet business needs, including the duties below.
• Schedule customers and subcontractors for installations and work orders, and confirm appointments.
• Review install details with the appropriate installer before installation, track in-progress calls, and resolve installation issues with installers and external partners.
• Receive and resolve customer complaints and issues, and perform customer follow-up calls.
• Communicate with and guide subcontractors in the field, and ensure proper coverage and workload.
• Confirm COC are signed and uploaded into the system.

Other

• Perform      other duties as assigned.

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.

1. Education and/or Experience – High school diploma or general education degree (GED); and one to two years related experience and/or training; or equivalent combination of education and experience. Experience must involve customer service management.

2. Technical Knowledge – Working knowledge of flooring installation methods, materials, and quality standards sufficient to evaluate installation quality and determine appropriate corrective action through virtual inspection.

3. Language Skills – Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.

4. Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure for basic algebraic and geometric calculations.

5. Reasoning Ability – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

6. Computer Skills – Ability to use multiple software programs, computer workstations, iPhones, tablets, and peripheral equipment; knowledge of database, spreadsheet, and email.

7. Communication Skills – Be able to communicate orally and in writing in English effectively.

8. Ability to drive and maintain a driver’s license with personal car insurance.

9. Must be able to lift and carry a minimum of 50 lbs.

10. Vision – Ability to view documents, multiple screens, and read handwritten documents.

Employment At-Will

Employment is voluntarily entered into, and employees are free to resign at will at any time, with or without cause. Similarly, the company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms; and talk and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 65 lbs. (i.e., laptop, monitor, or equipment) to move it as needed. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space. This position is on-site.