Trading since 1989, e.surv Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land's End to John O'Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.
We're part of the LSL Property Services Group PLC, which includes household names Your Move and Reeds Rains as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers.
The role of the Quality Assurance Assessor (QAA) is to audit a variety of valuation reports for risk and quality purposes daily, including Real Time Audit, Surveying Quality Programme, External Valuation Audits, and always maintaining the relevant databases within agreed service levels to support the business needs.
The role sits within e.surv, part of the LSL Group, and is key in supporting the delivery of client SLA's and business strategy by working collaboratively with other teams and the wider business and ensuring an exceptional customer experience and aligning all activities to e.surv's purpose vision and values.
(Please be advised that working patterns will require you to work up until 20:00pm Mon-Fri).
The Successful candidate will be accountable for:
- Complete the full suite of Real-Time Audit tasks, within defined Service Levels (SLA's) and to the agreed processes and quality standards always ensuring that associated databases are maintained for accuracy.
- Ensure referred cases are communicated in a timely manner with Surveyors, Area Operations Managers and escalated to senior members of the Surveying Quality Team as appropriate.
- Handle external requests, including queries, amended reports, results and month end reconciliations.
- Compile SQP Phase 1 audits for field surveyors, and collating results as directed.
- Fulfil general and lender-specific Report Audits and completing high risk reporting (same day), where required.
- Complete daily submissions reporting to ensure that the wider business is appraised in a timely manner on performance against SLA's and KPI's.
As a Quality Assurance Assessor you are required to:
- Target-driven: work in an agile and flexible manner in response to changing business demands ensuring that disruption to BAU is minimised wherever possible and that service levels are met on all cases through prompt and efficient time management. "We deliver what we promise, when we promise it."
- Organisation: effectively manage their own workload, ensuring that tasks with defined business service levels are prioritised accordingly, ensuring a consistent approach to tasks is always maintained. "We deliver what we promise, when we promise it."
- Attention to detail: have a keen eye for detail ensuring that all audits are marked clearly and consistently in line with relevant scorecards to improve overall quality and mitigate business risk. "We put our customers - and their needs - first". "We take an honest approach to business".
- Communication: respond to all communication, whether verbal or written in a professional and respectful manner being customer focussed, consistent, polite, and always demonstrating a quality work ethic "We take an honest approach to business" & "We put our customers and their needs first"
- Teamworking: work as part of a team to safeguard business service levels are maintained in line with expectations and agreed parameters, working collaboratively with colleagues to share best practice and support business demand ensuring that all times outputs always align with the value "We listen, learn and find better ways to make a difference."
- Undertake additional duties as required by the QAA Team Leader(s), and senior departmental managers.
Knowledge, Experience and Qualifications required:
- GCSE English Language & Maths Grade C or above (or equivalent). (Essential)
- Microsoft Suite including Teams, Word, Excel and Powerpoint. (Essential)
- Confident user of the internet (google maps, rightmove etc.). (Essential)
- Working Knowledge of Corelogic (Surveyhub technology). (Desirable)
- General knowledge of surveying/the role of a surveyor. (Desirable)
- Experience working within a Quality-checking/auditor role with responsibilities.
- Working in a target driven environment.
Note: Flexibility in working hours may be required, sometimes at late notice, as business needs or shift patterns dictate (e.g. evenings, weekend, Bank Holiday working).