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Job Description
Job Id:
2253
# of Openings:
0
Job Title: Quality Specialist Manager
Job Description:
Job Summary
We are seeking a highly detailed, experienced, and principled Quality Specialist Manager to guide our auditing team and support operations in a fully remote environment. In addition to performing high-level ticket reviews, this leadership role is responsible for mentoring staff, driving process improvements, and ensuring total alignment with billing and compliance requirements. The ideal candidate possesses strong professional diplomacy, strategic courage, and the ability to confidently provide constructive upward feedback to management when operational or billing discrepancies arise.
Key Responsibilities
- Provide daily guidance, training, and support to the quality audit team while fostering a culture of collaborative accountability.
- Act with integrity by questioning the status quo when ticket practices misalign with core quality standards.
- Review complex 811 locate tickets for accuracy, completeness, and compliance with company and industry standards.
- Verify correct status code usage, proper application of Clear/No Conflict, and alignment with contractual billing requirements to protect revenue recognition.
- Identify systemic errors, initiate immediate corrective actions, and deliver clear, data-driven feedback to field locators and management.
- Track recurring compliance or billing issues and present strategic solutions to leadership to minimize operational risk.
- Collaborate across operations, billing, and quality departments to optimize the ticket auditing lifecycle and reduce overarching errors.
Qualifications
- Ability and willingness to travel as expected/required for regional operational needs, field alignment, or management meetings.
- 3+ years of experience in 811 ticketing systems, utility locating, damage prevention, or high-volume quality assurance auditing.
- Demonstrated leadership skills with the ability to confidently present alternative, evidence-based viewpoints to management.
- Deep working knowledge of ticket lifecycles, status codes, locate processes, and Clear/No Conflict procedures.
- Strong attention to detail with a proven ability to connect ticket status tracking to billing accuracy and revenue protection.
- Advanced proficiency in Microsoft Office (especially Excel) and ticket management platforms.
- Exceptional written, verbal, and interpersonal communication skills.
- Must successfully test, pass, and maintain necessary Operator Qualifications (OQ) relative to utility locating and damage prevention.
Preferred Skills
- Prior experience in a team lead, supervisory, or senior auditing role.
- Background in underground utility systems, utility mapping, or contract compliance.
- Strong problem-solving abilities under high-volume workloads.
Key Performance Indicators (KPIs)
- Accuracy and compliance rates of the auditing team against internal and 811 standards.
- Reduction in recurring documentation and status coding errors across operations.
- Billing accuracy and successful alignment with approved status codes.
- Timeliness and throughput of team ticket reviews and escalations.
- Effective resolution of compliance disputes with operations and management.
Work Environment
- Fully remote position (Ohio residency preferred).
- Standard business hours with flexibility based on operational and travel needs.
- Must have reliable high-speed internet access and a dedicated, professional workspace.
Why Join Us
- Play a critical leadership role in damage prevention, compliance, and revenue accuracy.
- Work remotely with a collaborative, supportive, and empowered team.
- Opportunity for professional development and career growth into higher management.
- Help drive operational excellence and shape the next generation of utility locating professionals.
Employment Requirements:
- In order to obtain employment with GridHawk LLC, candidates MUST complete a background check. Company policy requires no violations within the last 5 years.
- Candidates MUST take and pass a DOT drug test. Continued Employment is subject to Randomized drug testing.
Tools Provided:
- All employees of GridHawk LLC are assigned proper technology to perform all work-related duties.
- Company-issued laptop and smartphone.
Job Type: Full-time ● Salary ● Pay varies based on experience
Employee Benefits (Full-Time):
- Health, dental, vision, and term life insurance
- Short- and long-term disability coverage
- Flexible benefits plan
- 401(k) with company match
- Paid holidays and PTO
- Benefits effective the first of the month following 60 days of employment
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