Quality Virtual Support II

Brooklyn Park, Minnesota, United States of America

Corporate

R0209722

55428

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Service Center

CSCS MN

The Quality Virtual Support II is responsible for conducting detailed reviews of estimates, calibrations, photos, and repair documentation to ensure compliance with Caliber’s repair standards and processes. This role plays a key part in identifying training opportunities, reinforcing company policies, and improving overall estimate accuracy. By analyzing reports and collaborating with service advisors, the position supports consistency in repair procedures, proper ADAS calibration, and vendor utilization. The ideal candidate possesses a deep understanding of collision repair processes, strong analytical skills, and a commitment to delivering exceptional internal support aligned with Caliber's core values.

Essential Responsibilities

Conduct estimate, photo and documentation reviews using standard review process developed by Caliber

Communicate findings to service advisors for training and compliance improvement purposes

Identify areas for improvement through report analysis and estimate review

Reinforce company standards for part selection, vendor usage, labor mix, ADAS Calibration, and refinish processes

Review that PreScans are performed on vehicles at check in.

Utilize ID3, Service Information, and Job Aids to ensure ADAS Calibration compliance.

Schedule Protech calibration appointments in PCS.

Report and track findings for management

Comply with all Caliber safety rules, policy guidelines and company standards

Other duties as assigned

Knowledge, Skills, and Abilities

Must be able to understand the needs of the carrier and customer

Advanced understanding and knowledge of repair process/procedures – what is necessary to fix a vehicle, assess damages, ADAS needs and understand collision theory

Detailed knowledge of CCC/Mitchell estimating & “P-Page” logic

Muli-tasking; adapting easily to fast-paced environment

Education, Experience, and Other Requirements

Must be at least 18 years of age

High school diploma or GED

Minimum 5 years related experience

Service Advisor coaching experience required

Personable, friendly demeanor with “world class” customer service approach to internal and external customers

Must be able to sit for long periods of time

Working Environment / Physical Requirements

Work is generally conducted in a standard office administrative setting with limited exposure to physical hazards.

This role involves minimal to moderate physical activity, including handling items weighing up to 20 pounds. It may require occasional standing or walking but primarily focuses on working at a keyboard, workstation, or desk.

Alignment with Caliber's Core Values -- We do the Right Thing -- We are Inspired to Serve -- We are Courageous -- We are Proud -- We have Fun