About the job
- Embrace the Lendi Group's mission and values to provide every customer with an outstanding and secure property finance experience.
- Foster an inclusive workplace culture that reflects Lendi Group's values, encouraging teamwork and positivity among colleagues to instigate significant advancements in the lending sector.
- Demonstrate empathy and understanding towards our customers' needs, delivering tailored solutions that affirm our dedication to a human-centered home loan process.
- Take proactive responsibility for our customers' journeys by keeping them updated throughout each phase, ensuring their requirements are met and exceeded through thorough follow-ups.
- Assess interactions and case work in line with our Quality Assurance Framework.
- Conduct detailed evaluations of calls and processes to maintain our high standards of excellence.
- Spot emerging patterns and areas for coaching and enhancement.
- Provide constructive feedback and training in accordance with Quality, Risk, and Compliance standards.
- Quickly resolve quality breaches and issues to uphold compliance and enhance customer satisfaction.
- Compile regular reports for the Quality Assurance Manager, promoting transparency and accountability.
- Lead refresher coaching and training sessions to improve team performance.
- Analyze customer experience data, delivering actionable insights to foster adherence and improvements.
- Identify and implement continuous improvement opportunities within the quality function.
- Support ongoing enhancement initiatives across the Customer Service Centre, nurturing a culture of innovation and excellence.
