MD Quality Assurance Specialist

Insurance Corporation of British Columbia

41d•Hybrid

About The Position

To review the performance and quality of estimating work of vehicle repair facilities and suppliers to ensure customers receive efficient, cost-effective repairs that meet the highest industry standards for safe and effective repairs. At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of. Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

Requirements

of the relevant acts and regulations as they pertain to estimating personal vehicles
of the principles, standards and techniques of assessing damage and estimating repair/replace costs on personal vehicles
of quality assurance standards, procedures and policies
of the relevant department and corporate policies, procedures, guidelines and other reference materials pertaining to personal lines estimating
of the relevant computer programs, databases, desktop applications and the internet
of current standards and trends in personal vehicle repair techniques and technology
to identify errors and inconsistencies of estimating practice that contravene policies, procedures and cost-effective measures
to research best practices that support cost efficient/effective repairs
to assess the business performance of repair facilities for compliance with regulations and operational and service standards
to review practices of vehicle repair facilities to identify practices that hinder quality, cost effective repairs
to review estimating practices and identify fraud and the potential for fraud to occur
to establish effective working relationships with customers, staff, vendors and other stakeholders in personal lines estimating
to write reports, email correspondence and communicate verbally in a clear and concise manner
to provide feedback and direction to repair facilities on non-compliance issues
to plan work, set priorities and utilize time effectively
to maintain research information as it pertains to personal lines repair techniques
to document all appraisal, estimate, and vendor audit information in required formats
to sit for prolonged periods during office-based estimating
to climb, bend, kneel and crawl around commercial vehicles and equipment during traditional estimating
to carry parts and tools
to be alert to surroundings, particularly in repair shops
to use visual and non-visual senses with some intensity while assessing damage
to provide technical guidance to body-shop staff
to ensure vendors are following standards and policies
to provide guidance, support and training to other claims staff
to travel to repair shops and suppliers (occasional to routine basis)
requires safety equipment and precautions
Must meet the provincially legislated requirements of the Criminal Records Review Act (CRRA).
valid BC Driver’s license

Responsibilities

Conducts and completes QA reviews of vehicle estimates and technically complex material damage claims within a designated portfolio of suppliers and vendors that are part of the Collision Repair Program.
Reviews individual paid claims and compares estimates completed by suppliers to identify and validate discrepancies and ensure adherence to MD program guide policies and procedures.
Completes audit QA forms to document compliance work and adjust estimates as required; contacts supplier, explains adjustment, and adjusts the claim payment.
Determine estimate adjustments realized through the Supplier Performance Management closed file audit and dispute process
Builds effective relationships with repair facilities in order to influence and encourage positive behaviours, with the ultimate goal of ensuring compliance with repair procedures, and meeting performance standards to ensure safe and proper repairs.
Interacts electronically, by phone and in person with customers, suppliers and repair shops, providing informative estimating information and resolving customer concerns or issues.
Communicates with repair facilities on sensitive issues such as professional standards of service, repair procedures, and methods of improvement.
Provides support during rotational visits to supplier/repair shops, addressing matters related to personal vehicle estimates, repair techniques and solutions based on technical expertise and compliance with policies, procedures best practice in vehicle repair techniques.
May act as technical resource to ICBC staff, providing guidance, support and training to adjusters and others.

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