Carrier Quality Workflow Supervisor

Caliber Holdings•Lewisville, TX

23h•Remote

About The Position

The Carrier Quality Workflow Supervisor plays a critical operational role in maintaining production flow, enabling quality execution, and supporting carrier performance through efficient work routing and team coordination.

Requirements

High school diploma or GED required; associate or bachelor’s degree preferred
4+ years of experience in collision repair operations, estimating support, workflow coordination, or similar operational roles
Prior supervisory or team lead experience preferred
Strong understanding of Carrier Quality processes, estimating workflows, and audit cycles
Proficiency with workflow management systems, reporting tools, and estimating platforms (CCC/Mitchell preferred)
Strong analytical and organizational skills with attention to detail
Ability to manage multiple priorities in a fast-paced environment
Strong communication skills and ability to collaborate across functions
Comfortable working with production metrics, dashboards, and reporting tools
Process-minded with a continuous improvement mindset
Professional, solutions-oriented leadership presence
Must be in current role 1 year
Must be at least 18 years of age
Must be eligible to work in the U.S. with no restrictions.

Responsibilities

Oversee daily work distribution for Carrier Quality Estimators and Audit Estimators to ensure balanced workloads and timely completion
Monitor queue volumes, turnaround times, and service level expectations across carrier programs
Identify workflow bottlenecks and adjust assignments to maintain productivity and quality standards
Partner with leadership to prioritize urgent, escalated, or high-risk work items
Ensure workflow alignment with carrier-specific requirements and audit cadence
Support implementation and optimization of workflow automation tools and routing logic
Partner with Technology and Process teams to improve workflow efficiency and visibility
Identify manual process gaps and recommend automation opportunities
Help maintain data accuracy within workflow and tracking systems
Own daily and weekly production reporting for Carrier Quality teams
Track teammate productivity, queue movement, and turnaround performance
Provide visibility to leadership on capacity, workload trends, and potential risks
Support performance conversations with data-driven insights
Directly supervise workflow coordinators or operational support teammates (as applicable)
Set clear performance expectations and provide ongoing coaching and feedback
Support onboarding and training of new workflow teammates
Review and approve timecards, PTO, and attendance compliance
Foster a culture of accountability, responsiveness, and teamwork
Work closely with Carrier Quality Supervisors, Audit teams, Training, and Operations leadership
Ensure alignment between workflow distribution and quality expectations
Communicate production trends, risks, and improvement opportunities across teams
Support continuous improvement initiatives impacting workflow and productivity
Serve as the first point of contact for workflow-related issues and assignment concerns
Escalate systemic capacity or volume risks to leadership
Help coordinate resolution of misrouted, stalled, or aging work items