Quality Assurance Quality Control Specialist

Company Overview

Walker-Miller Energy Services is a 26-year-old Detroit-based, core-values driven company committed to changing lives through energy efficiency. We create and manage customized energy waste reduction programs that help electric and gas utilities meet mandated energy savings goals.

Our experience driven philosophy of energy efficiency as economic development helps families and businesses save energy and save money. Through innovative, inclusive initiatives, we help build communities by creating local jobs, producing equitable energy savings for all rate payers, and spurring the growth of diverse local businesses.

BEHIVE

B
- Boldly Go

E – Embrace Equity

H
- Humble Confidence

I
- Inclusive Stewardship

V
- Value Reputation

E
- Extraordinary Experience

Position Summary

Walker-Miller’s implementation of the residential energy efficiency programs help customers reduce energy costs, increase comfort, and address eligible health and safety needs. Program services include Home Energy Assessments, Home Weatherization, and Whole Home Energy Solutions, supported by outreach, field operations, participating contractors, and customer-service teams working together across the customer journey.

The Quality Assurance Specialist helps ensure these services are delivered consistently, safely, and with a strong customer focus. The position conducts field assessments and other quality reviews, documents findings, verifies corrective actions, analyzes performance trends, and recommends improvements to program processes and training. Working collaboratively with the program team, the Quality Assurance Specialist turns quality observations into practical improvements that strengthen program delivery and the customer experience.

Essential

Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as leadership may deem necessary.

• Embrace and operate within the core values.

Conduct Quality Assessments

• Conduct assigned quality reviews of HEA, Home Weatherization, and Whole Home Energy Solutions activities.
• Evaluate customer experience, customer education, assessment quality, safety, process adherence, installation, and communication.
• Apply approved QA/QC scorecards and inspection procedures consistently.
• Document quantitative scores, qualitative observations, and supporting evidence.

Manage Findings and Corrective Actions

• Communicate findings and required corrections to the appropriate staff, contractors, and managers.
• Track corrective-action ownership, due dates, completion evidence, verification, and closure. Escalate significant, recurring, overdue, or unresolved findings.
• Verify that corrective actions adequately resolve identified issues.

Drive Continuous Improvement

• Analyze QA/QC results to identify trends, systemic risks, and training or coaching needs.
• Recommend practical improvements to program processes, field execution, contractor performance, training, and customer experience.
• Participate in monthly continuous-improvement meetings and monitor resulting actions.
• Help incorporate approved improvements into operating procedures, training materials, and quality standards.

Track and Report Performance

• Maintain complete and accurate QA/QC records.
• Monitor inspection coverage, pass/fail results, open findings, days to resolution, repeat issues, and corrective-action status.
• Prepare scorecards, trend analyses, and reporting inputs for program leadership and client review.
• Present findings, risks, recommendations, and progress during recurring operating reviews.

Minimum Qualifications

• High School Diploma or equivalent required.
• One to three years of experience in basic wiring, lighting, HVAC, troubleshooting and other technologies installed in residential, commercial and industrial facilities.
• Previous customer service experience.
• Strong communication skills, both verbally and in writing with customers, clients and employees.
• Must be able to handle a wide work variety and work in a fast-paced environment.
• Must be detail-oriented, organized, self-starter, and have an ability to prioritize workload.
• Ability to maintain and manage their own daily work schedule.
• Proficient in Microsoft Office, specifically Word, Excel and Outlook.
• Strong data entry skills in entering information in tracking systems/databases.
• Ability to analyze and interpret data and solve practical problems.
• Knowledge of mathematical concepts such as fractions, percentages and ratios.
• Ability to thrive in a collaborative…