Quality Assurance Coordinator

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.

Hourly, Non-Exempt

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…