Quality Assurance Specialist - Leicester, United Kingdom - PA Housing

PA Housing

Verified Company

Leicester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are improving our service to deliver better outcomes for our residents and creating several fantastic new roles to help us achieve that.

If you care about making a difference and want to support our local communities, you are in the right place.

What are we looking for?
Are you a strong QA professional looking for your next challenge?

We are improving our service to deliver better outcomes for our residents and creating several fantastic new roles to help us achieve that.

If you care about making a difference and want to support our local communities, you are in the right place.

So what's the role all about?

You will be using a combination of tools and resources to provide an independent quality assurance to the three operational hubs (Repairs, Income & Housing) ensuring they provide a high quality, consistent customer experience.

We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training.

It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too

Some of the key tasks and responsibilities include:

Work with the Managers of the three hubs to develop and implement a consistent training framework which delivers specialist role specific training
Independently monitor and become a critical friend to the hubs ensuring the new hub arrangements are quality assured and we are consistent in our core responses
Collate customer feedback identifying trends and working with managers to identify where improvements can be made
Report on quality of response that can then be used as a positive performance management tool to train team members and improve our response to customers
Provide verbal and written feedback to both management and advisors to promote improvement of customer experience and development of advisors
Support new starters by designing training to cover the induction period and beyond
Identify process improvement opportunities
Map how our customers contact us and also to establish if our service offer meets customer needs
Work with Hub managers and customer to map the customer's journey through each of the hubs in order to develop an ideal customer journey that meets customer's needs and is in line with PA's expectations in terms of customer service

To be successful in this role, we'd be looking for the following

Experience of working in a coaching environment and delivering effective coaching
Experience of developing staff and producing effective results
Experience of using a CRM system to manage workload
Knowledge of a customer driven environment and customer service techniques
Ability to use IT systems to manage customer cases

**AGENCIES: We know where you are if we need your support so please do not contact us.