Quality & Development Coach

About the role

Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a Quality and Development Coach reporting directly to our Referencing Quality Lead, to help us achieve this.

You will be primarily quality checking the work completed by our team, analysing areas of improvement and providing clear and structured feedback to help them improve in these areas, which will help us to hit our Quality targets.

You will also investigate suspicious applications. This includes assessing documents in detail, thinking outside of the box, and using initiative to make risk based decisions on how to proceed with these applications.

Occasionally you will be required to take part in training new starters across all areas of Referencing, supporting them to reach their potential here at Goodlord.

The day to day stuff:

• Carrying out quality checks on the referencing team’s work
• Providing clear and structured feedback
• Keeping management updated on team quality performance and any areas of concern
• Analysing any trends or repeated errors and suggesting improvements
• Helping train and onboard new team members
• Investigating potentially fraudulent applications and making a decision on how to proceed with these cases. Calling agents to advise them when we have failed an application.

About you:

This role would really suit someone who is looking to learn and develop themselves within customer service/coaching.
Excellent knowledge of both the Fraud process and general Referencing criteria and processes would be super useful but not essential.
However, a willingness to learn, and take on new challenges is a must!

You should apply if you:

• have a high volume contact centre background – if this in a QA role then all the better!
• are able to provide feedback in a positive and motivational manner and are willing to go the extra mile to make your team a success
• are a natural leader and able to set a good example whilst wanting to keep learning and developing your knowledge and skills
• are a team player, and are willing to support your team where needed
• are customer-centric, you can balance expectations whilst providing a high standard of customer service
• embody Goodlord’s values and you are excited by what we’re doing here at Goodlord!
• are organised and have proven your ability to prioritise effectively and meet deadlines
• have strong written and verbal communication skills, you are happy to be on the phone.
• have a positive attitude and work well under pressure