Operations Specialist

Job Description
The Scopemate Operations Specialist is responsible for ensuring the quality, accuracy, consistency, and completeness of inspection deliverables before they are released to clients. This role serves as the primary quality control resource for the Scopemate inspection-only program and plays a key role in maintaining service excellence, reducing rework, and supporting inspector development.

This position conducts detailed file audits, coaches new inspectors, provides technical guidance, and serves as a subject matter expert for inspection processes and technology. This position also provides operational support to the Scopemate Team Lead, including backup assistance with dispatching, issue resolution, and client support when needed.

Primary Responsibilities

Quality Assurance & File Auditing
•Perform quality reviews of inspection files prior to client delivery.
•Review reports, photographs, diagrams, measurements, and inspection documentation for accuracy and completeness.
•Verify compliance with client-specific requirements, templates, and service standards.
•Identify deficiencies, inconsistencies, and missing information requiring correction.
•Communicate quality findings and required revisions to inspectors.
•Maintain quality audit documentation and tracking metrics.
•Monitor trends and recurring quality concerns and recommend corrective actions.
•Assist with development and maintenance of quality standards and procedures.

Inspector Training & Development
•Review and provide oversight on inspections completed by newly onboarded inspectors.
•Provide coaching, guidance, and constructive feedback to improve inspection quality and consistency.
•Assist in onboarding and training new inspectors on Scopemate processes and expectations.
•Conduct quality calibration sessions and training meetings.
•Support ongoing professional development of field inspectors.

Technical Support & Subject Matter Expertise
•Serve as a resource for inspectors regarding inspection procedures, documentation standards, and field best practices.
•Answer questions related to property damage identification, inspection methodologies, and reporting requirements.
•Provide guidance on proper photo documentation, measurements, and inspection notes.
•Assist inspectors with troubleshooting mobile applications, inspection technology, and workflow processes.
•Maintain expertise on client requirements and inspection standards.

Operational Support
•Provide operational support to the Scopemate Team Lead.
•Assist with claim assignment and dispatch activities during peak volume periods or staffing shortages.
•Help resolve inspector scheduling, service, and communication issues.
•Assist in addressing client questions, concerns, and escalations.
•Escalate significant quality or operational concerns to leadership.

Other Duties
•Special projects as assigned.
•Cross departmental support may be required.

Continuous Improvement
•Identify opportunities to improve inspection quality, efficiency, and consistency.
•Participate in process improvement initiatives and workflow development.
•Assist in maintaining training materials, quality guides, and operational documentation.
•Support implementation of new client requirements and operational enhancements.

Requirements

Required Qualifications
•Minimum three years of property insurance claims experience.
•Prior experience as a property field adjuster strongly preferred.
•Strong understanding of residential construction and property damage assessment.
•Excellent verbal and written communication skills.
•Strong organizational and time management abilities.
•Ability to effectively coach, mentor, and develop others.
•Strong attention to detail and commitment to quality.
•Proficiency with mobile applications, cloud-based systems, and technology platforms.
•Ability to work independently while managing multiple priorities.

Preferred Qualifications
•Previous quality assurance, auditing, or file review experience.
•Experience training or mentoring adjusters, inspectors, or claims professionals.
•Knowledge of roofing systems, exterior damage assessment, and storm-related losses.
•Familiarity with inspection reporting platforms and measurement technologies.
•Experience with Cotality/Symbility and related claims software.
•Industry designations such as AIC, CPCU, HAAG, or similar certifications.