Common use of Quality Assurance Review Clause in Contracts

Quality Assurance Review. Vendor shall establish Quality Assurance processes to ensure that Services are provided consistent with Citizens Best Claims Practices. The processes must include Vendor Staff whose primary responsibilities relate to Quality Assurance and management. For residential claims the processes must also include a Team Lead(s) for all Desk Adjusters, with a ratio of not more than fifteen (15) Desk Adjusters per Team Lead, unless otherwise approved by Citizens. Team Leads must have a minimum of two (2) years of experience adjusting first-party property claims. As part of these processes, the Team Lead shall review and approve all estimates, letters, and payments prior to submission to Citizens unless it is within the Adjusters authority. Vendor shall also designate personnel that Citizens may contact as needed to address concerns with any Claims Workflow or specific Claim Assignment.