We are seeking a dedicated and detail-oriented professional to join our team as a Performance and Quality Assurance Lead. In this role, you will play a crucial part in ensuring the effective delivery of repairs, maintenance, property compliance, and major works services. Your primary focus will be on tracking, monitoring, and resolving performance issues, and when necessary, escalating them to ensure the highest standards are maintained.
Key Responsibilities:
- Performance Monitoring: Lead the management of performance and quality assurance for services provided by external partners and internal teams. Use data-driven insights to track and report on service delivery.
- Data Management and Reporting: Accurately gather, format, and analyze data to monitor service performance. Produce regular reports and make recommendations for improvements.
- Quality Assurance: Develop and implement quality assurance practices to enhance property management services. Conduct surveys, generate reports, and collaborate with the team to identify and address areas for improvement.
- Customer Feedback and Complaints Management: Conduct regular customer surveys to gather feedback on maintenance and major works. Investigate and resolve complaints, ensuring a customer-focused approach.
- Communication and Administration: Schedule and coordinate meetings with contractors, maintaining accurate records and ensuring follow-up on action points. Manage administrative tasks, including responding to inquiries and maintaining documentation.
What We're Looking For:
- Strong analytical skills with experience in data management and reporting.
- Excellent communication abilities, both written and verbal.
- A proactive approach to problem-solving and process improvement.
- Experience in managing external partners and ensuring service quality.
- Ability to handle complaints with professionalism and efficiency.