Quality Virtual Support II

Essential Job Duties and Responsibilities:

• Conduct audits of estimates, photos, and documentation using the standard review process developed by Caliber.
•  Identify opportunities to improve GP% through detailed estimate analysis.
• Track and report on performance trends, providing real-time support for new Service Advisors.
• Provide live, real-time coaching to Service Advisors.
• Conduct 1:1 sessions to reinforce key areas like DRP guidelines, repair judgment times, repair procedures and documentation.
• Lead group coaching sessions to address common improvement areas.
• Offer ongoing performance support to experienced Service Advisors.
• Independently lead a team of 10-12 Service Advisors, rotating every 6 weeks.
• Track and document coaching sessions, highlighting strengths and areas for improvement.
• Communicate with trainers, center and regional leadership regarding performance escalations, providing actionable insights for improvement.
• Provide feedback on compliance and quality improvement opportunities.
• Independently compile and submit regular reports on performance trends, coaching outcomes, and areas of opportunity to management.
• Maintain accurate logs of coaching sessions and identified improvement areas.
• Ensure strict adherence to company standards, including DRP compliance, part selection, vendor usage, labor mix, and repair processes.
• Uphold a strong focus on safety and operational efficiency.
• Take on special projects assigned or by your own initiative and delegate tasks as necessary to ensure completion.
• Support new teammates’ professional development.

Skills & Requirements:

• High school diploma or GED required, certifications in collision repair a plus.
• 5+ years of experience in collision repair, with strong knowledge of repair processes.
• Ability to work independently with minimal supervision.
• Leadership or coaching experience preferred.
• Advanced knowledge of CCC/Mitchell estimating systems and "P-Page" logic.
• Strong understanding of collision repair processes and industry standards.
• Proven ability to lead, mentor, and adapt to changing team needs.
• Strong verbal and written communication skills, with the ability to provide clear constructive feedback.
• Ability to manage multiple tasks in a fast-paced environment.
• Personable, approachable, and focused on delivering “World Class” teammate support.
• Ability to establish trust and rapport with team members and leadership.
• Strong organizational skills and ability to work independently.
• Efficient in tracking and reporting performance data for continuous improvement.