Quality Assurance Officer

Summary: The Quality Assurance Officer will assist the Complaints & Quality Assurance Manager in delivering a high-quality complaints service within the Housing department. This role involves effectively handling and analyzing complaints to drive service improvements, supporting quality control testing, and implementing database systems for analysis. The officer will also contribute to continuous improvements in complaint responses and resolutions, ensuring compliance with relevant policies and statutory requirements.

Key Responsibilities:

• Support the Complaints & Quality Assurance Manager in delivering a high-quality complaints service.
• Handle, review, and analyze complaints to drive service improvements.
• Provide support on quality control and assurance testing of complaints and member enquiries.
• Review sample responses for quality, analyze patterns and trends in complaints, and implement follow-up actions and recommendations.
• Support the quality assurance team to drive continuous improvements in complaint responses and resolutions.
• Identify root causes of complaints and contribute to service improvements and quality assurance initiatives.

Key Skills:

• Experience in complaints handling and quality assurance.
• Strong analytical skills to identify patterns and trends in complaints.
• Ability to implement database systems for recording analysis.
• Knowledge of complaints policies and statutory requirements.
• Excellent communication and interpersonal skills.

Salary (Rate): 30.90

City: City of London

Country: England

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other