JLL
Quality Assurance
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If you're looking to step up your career, JLL Workplace Management is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing workplace and facilities management initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL Workplace Management!
The Role
We are seeking a detail-oriented and customer-focused individual to join our team as a Quality Assurance and Complaints Handling Specialist. In this role, you will be responsible for ensuring the quality and efficiency of the Operations Centre while effectively handling customer complaints and feedback.
Day to day
- Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols.
- Carry out enhanced Operational checks on performance, adherence, and productivity that will allow us to proactively identify areas for improvement and innovation.
- Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement.
- Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement.
- Handle escalated customer complaints and provide timely and effective resolution, ensuring customer satisfaction and retention.
- Collaborate with Team leaders to provide coaching and training on best practices for customer service and efficient issue resolution.
- Analyse customer feedback and complaint trends to identify root causes and implement preventive measures to address recurring issues.
- Prepare and present reports on complaint resolution, and customer feedback to management and key stakeholders.
- Act as a liaison between Centre operations and other departments to ensure alignment and consistency in addressing customer concerns.
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Skills, Experience and Qualifications
- Proven experience in a customer service, call centre, or helpdesk environment, with a focus on quality assurance and complaint handling.
- Strong understanding of centre operations, customer service best practices, and performance metrics.
- Excellent communication and interpersonal skills, with a focus on empathy, active listening, and conflict resolution.
- Proficiency in using CAFM software and tools to track and monitor customer interactions and performance metrics.
- Analytical mindset with the ability to identify trends, patterns, and root causes of customer complaints and feedback.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Certification in quality management or customer service is a plus.
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We are committed to creating a diverse and inclusive work environment and encourage individuals from all backgrounds to apply.
If you are passionate about providing exceptional customer service, driving continuous improvement, and ensuring customer satisfaction, we invite you to join our team as a Quality Assurance and Complaints Handling Specialist.
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