Customer Quality Assurance Specialist

Through a merger in 2021, the Lendi Group brings together Lendi (and Australia’s #1 online home lending platform) and Aussie Home Loans, Australia’s leading branded mortgage broker. We're revolutionizing the industry with a best-in-class technology platform and suite of tools that take the hard work out of home loans for our Customers and Brokers alike. Every day we help thousands of Australians research, compare, apply for, and settle their home loans.

Our vision: To create a new era of seamless connection in property finance.

Our mission: To change the way Australians experience property lending, for good.

About the role

You will effectively advocate for and demonstrate Lendi Group’s vision and values, ensuring exceptional customer satisfaction and adherence to quality, risk, and compliance standards. Implement continuous improvement initiatives to enhance the quality function within the Customer Service Centre.

Job Description

• Rally behind the Lendi Group's vision and values to ensure an exceptional and secure property finance journey for every customer.
• Cultivate an inclusive culture that embodies the Lendi Group's values, fostering collaboration and positivity among colleagues to drive meaningful change in the lending industry.
• Listen with empathy and understanding to our customers' needs, offering personalized solutions that reflect our commitment to keeping the home loan process human.
• Take ownership of our customers' journeys by keeping them informed every step of the way, and providing diligent follow-up to ensure their needs are consistently met and exceeded.
• Evaluate interactions and case work according to our Quality Assurance Framework.
• Conduct thorough checks on calls and processes to uphold our standards of excellence.
• Identify emerging trends and opportunities for coaching and improvement.
• Offer constructive feedback and coaching in alignment with Quality, Risk, and Compliance guidelines.
• Promptly address quality breaches and issues to ensure compliance and customer satisfaction.
• Provide regular reports to the Quality Assurance Manager, fostering transparency and accountability.
• Facilitate refresher coaching and training sessions to enhance team performance.
• Monitor customer experience data, providing actionable insights to drive adherence and improvements.
• Identify and implement opportunities for continuous improvement within the quality function.
• Support ongoing improvement initiatives across the Customer Service Centre, fostering a culture of innovation and excellence.

Qualifications

• Proven experience in a customer-facing role, demonstrating a track record of delivering exceptional customer service.
• Experience in evaluating calls and case work based on quality assurance frameworks, with a keen eye for detail and accuracy.
• Understanding of regulatory requirements, particularly in the financial services industry, including NCCP compliance.
• Excellent verbal and written communication skills, with the ability to effectively communicate with customers, colleagues, and management.
• Demonstrated ability to work collaboratively within a team environment, fostering a positive and supportive workplace culture.
• Strong problem-solving skills, with the ability to identify issues, propose solutions, and implement improvements.

Additional Information

What's in store for you at Lendi?

• Flex-first(Work from home) but must be willing to work onsite as needed or once a week.
• Health Insurance (HMO) for you & 1 free dependent
• Generous amount of leaves (total of 30 leaves - 25 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)
• Extra allowances will be given for WFH set-up such as internet subsidy
• Life insurance effective on Day 1
• Access to training and opportunities for career progression/promotion
• Fun & exciting monthly social clubs - at the moment done virtually
• Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig.

& many more!

How to Flex-first:

• You must have a stable fixed internet connection (minimum 25mbps)
• An ample working space with office table and chair is also required.
• Lendi will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.