Customer Quality Assurance Specialist

• Rally behind the Lendi Groups vision and values to ensure an exceptional and secure property finance journey for every customer.
• Cultivate an inclusive culture that embodies the Lendi Groups 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 :

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise innovative technology and a customer-first approach our teams work seamlessly to simplify the property journey helping Australians find buy and own property with confidence.

We support our people in a variety of ways but a few of the benefits that our people rave about include:

• A vibrant relaxed yet professional culture.
• We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration with a requirement to work from our Makati office at least once a month.
• Holistic wellbeing programs offering 24/7 support
• Comprehensive HMO coverage for you and one free dependent along with life insurance starting from Day 1.
• Access to 25 days of leave made up of 20 vacation days and 5 sick days.
• Monthly internet subsidy to help you stay productive at home.
• Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
• Access to all government-mandated benefits including SSS PhilHealth and Pag-IBIG.

Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNAhelping us attract engage and grow the right talent while building best-in-class products. Together with our principles they guide how we collaborate support one another and make decisions to drive progress with purpose.

Were committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation stronger collaboration and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing purpose-driven company thats transforming the homeownership journey.

Ready to contribute to Lendi Groups next chapter Apply now and be part of something big!

Remote Work :

No

Employment Type :

Full-time