Quality Assurance Officer

The Quality Assurance Officer will be responsible for ensuring that all communication between agents and clients meets the company's high standards of service, compliance, and professionalism. This role involves monitoring interactions, ensuring accurate lead management, handling customer feedback, and improving overall customer satisfaction. The position also requires effective handling of client complaints, resolution management, and reporting on all findings to the necessary managerial staff.

Position Overview:

The Quality Assurance Officer will be responsible for ensuring that all communication between agents and clients meets the company's high standards of service, compliance, and professionalism. This role involves monitoring interactions, ensuring accurate lead management, handling customer feedback, and improving overall customer satisfaction. The position also requires effective handling of client complaints, resolution management, and reporting on all findings to the necessary managerial staff.

Call Monitoring & Evaluation:

1. Conduct daily random quality checks on calls between agents and clients, ensuring that conversations meet the company's standards and regulations.
2. Ensure agents follow the correct procedures for lead management and escalate any deviations to the appropriate parties, including the line manager and department director.

Lead Management:

1. Review all "junked" or discarded leads to verify the client's disinterest in investment, buying, or selling.
2. Reassign leads that qualify as potential opportunities back to agents based on instructions from the CEO or head of sales.

Net Promoter Score (NPS) and Feedback:

1. Conduct NPS calls with clients to rate their satisfaction with services (on a 0-10 scale) and record all feedback into the CRM system.
2. Analyze NPS results and provide reports to management for action and improvement planning.

Client Feedback Management:

1. Oversee Google reviews and other client feedback on service platforms. Respond to reviews professionally and ensure follow-up actions are taken to resolve issues or improve services.
2. Manage and maintain a positive online presence by addressing negative reviews and ensuring constructive engagement with clients.

Custom Call Checks:

1. Perform additional call quality checks as requested by the line manager or department manager, focusing on specific campaigns, agents, or types of interactions.

Complaint Handling:

1. Handle all incoming client complaints, ensuring a resolution is achieved within 24 hours.
2. Create and maintain detailed incident reports for each complaint to track issues, resolutions, and patterns that may require further investigation or process improvement.

Reporting & Data Analysis:

1. Generate comprehensive quality assurance reports that highlight call performance, NPS trends, lead handling efficiency, and client feedback trends.
2. Provide actionable insights and suggestions for continuous improvement to the management team.

Collaboration:

1. Work closely with sales, customer service, and management teams to ensure all procedures are followed, and all client interactions are of the highest quality.
2. Assist in training new agents based on identified areas of improvement from call monitoring and feedback collection.

Requirements:

Experience:

1. 1-2 years of experience in quality assurance, particularly within customer service or sales environments.
2. Proven track record of conducting professional calls, campaign management, and handling customer feedback.

Skills:

1. Strong English verbal and written communication skills with the ability to interact professionally with clients and internal teams.
2. Proficient in reporting, data analysis, and incident documentation.
3. Familiarity with CRM systems and online feedback platforms (e.g., Google Reviews).
4. Advanced knowledge of Microsoft Office, particularly Excel, for data reporting and analysis.

Competencies:

1. Strong attention to detail and analytical mindset.
2. Ability to manage multiple tasks under pressure and meet deadlines.
3. Excellent problem-solving skills with a focus on customer satisfaction.

Preferred Qualifications:

1. Experience in the real estate or sales industry.
2. Familiarity with NPS methodology and feedback analysis.
3. Strong knowledge of regulatory standards related to sales and customer communication.