JOB TITLE:  Quality Assurance Assessor

REPORTING TO:   CUSTOMER CARE TEAM LEADER

MAIN PURPOSE OF THE ROLE: 

HomeLet provides products and services to the Letting Industry. The main client base is made up of Property Managing and Letting Agents and their customers, landlords and tenants.  The Quality and Complaints Coordinator should endeavour to increase and maintain the quality across the Operations Department. This role is one where opportunities for improvement should be identified and managed in the business to drive change to increase the customer experience, minimise risk and ensure compliance in line with HomeLet’s business model.

KEY TASKS AND ACCOUNTABILITES:

• To ensure they are experts in the area they support

• Conduct Quality Reviews on members of the Operations Department

• Maintain information and records in good order

• Monitor, document and constructively feedback to the Team Leader

• Recognise the need for change in processes, systems and our people and manage this change

• To conduct audits to ensure processes are performing as they should be

• Report any incidents to the Compliance Team

• To treat colleagues respectfully and helpfully with the aim of improving performance within the teams they support

• To make suggestions to improve quality across the department and assist with implementing both reactive and proactive changes

• To highlight any risk to their line manager

• To remain compliant at all times

PERSON SPECIFICATION –

Essential

Education/ Qualifications - or equivalent

• GCSE C or above in Maths and English or equivalent

Desirable

Education/ Qualifications - or equivalent

• Any CII qualifications

Essential

Experience/ Knowledge

• Knowledge of HomeLet Insurance and Referencing products

Desirable

Experience/ Knowledge

• Proven experience in the business

• Experience in a regulated environment

• Lettings industry experience

• Customer Care experience in a business to business environment

• Good knowledge of the TCF Principles

Essential

Skills / Aptitudes

• Good written/verbal communication

• Great communication skills

• Ability to prioritise work

• Very structured approach to documenting work

Desirable

Skills / Aptitudes

• Good organisation skills

• Good working knowledge of Excel, PowerPoint

Essential

Personal Attributes

• Honest, hardworking,

• Motivated

• Happy to accept feedback

• Happy to be forthright within the team

• Has the customer at heart at all times

• Understands the benefits of root cause changes

• Can build great relationships across teams

Desirable

Personal Attributes

• Team Player