MD Quality Assurance Specialist

ATTENTION: This is an internal ICBC job posting for applicants within the Bargaining Unit. External applicants will not be considered. 

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At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

Position Highlights

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.

Position Requirements

Knowledge/Technical Skills

- 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

Analytical/Problem Solving Skills 

- 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

Communication/Interpersonal Skills

- 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

Organizational Skills 

- 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

Physical/Concentration Ability

- 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

Leadership Skills

- 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

Work Environment

- 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).

The above requirements would typically be acquired through achievement of a diploma or certificate in a related field (e.g. automotive technician program), and a relevant trade ticket, plus several years’ experience estimating vehicles or an equivalent combination of education and experience.

 Licensing/Accreditation – due to the specific nature of the work, the following must be held:

- valid BC Driver’s license

Position Responsibilities

Quality Assurance Audits

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

Customer Service & Vendor Relations

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.

Vendor Support

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.

Technical Expertise

May act as technical resource to ICBC staff, providing guidance, support and training to adjusters and others.

About us: 

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.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

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