Quality Assurance Officer

Quality Assurance Officer

Property Management Uk based company

Job Summary

The Quality Assurance Officer ensures high service standards across property management operations by monitoring interactions with customers, tenants, and vendors. The role enforces compliance with company policies, lease terms, SLAs, and regulatory requirements, whilst driving improvements in customer experience, accuracy, and efficiency. Key duties include evaluating service delivery, delivering actionable feedback, preparing quality reports, and working with operations teams to reduce errors and enhance performance.

We are seeking an individual with excellent communication skills and a strong command of the English language. The ideal candidate will work effectively within cross-functional teams in our UK-based company.

Key Responsibilities

• Quality Monitoring & Evaluation:
• Monitor and assess customer, tenant, and vendor interactions across calls, emails, chats, and ticketing systems.
• Ensure adherence to company policies, SOPs, lease guidelines, and service standards.
• Review the accuracy of lease, renewal, maintenance, billing, and complaint communications.
• Maintain professionalism and meet customer experience expectations.
• Feedback & Coaching:
• Provide clear, timely, and constructive feedback to teams.
• Identify strengths and areas for improvement, recommending corrective actions.
• Support coaching by sharing best practices and quality insights.
• Reporting & Analysis:
• Prepare quality scorecards, audit reports, and trend analyses using Microsoft Excel.
• Track performance metrics and highlight recurring errors or gaps.
• Recommend process improvements based on data analysis.
• Compliance & Risk Management:
• Ensure compliance with internal policies, lease terms, and relevant regulations.
• Identify and escalate compliance risks promptly.
• Maintain audit trails and documentation according to company standards.
• Process Improvement & Collaboration:
• Participate in calibration sessions for consistent evaluations.
• Work with operations, training, and management to align quality standards with business goals.
• Stay updated on regulatory changes and assist in revising QA guidelines and SOPs.

Required Skills & Competencies

• Keen attention to detail; ability to spot errors and inconsistencies
• Basic knowledge of QA methodologies and customer service practices
• Proficiency in Microsoft Excel
• Excellent verbal and written communication
• Professional and objective feedback delivery
• Strong organisational and time management skills
• Analytical mindset with a drive for improvement
• Willingness to learn property management operations and regulations

Qualifications

• Bachelor’s degree preferred
• Relevant coursework or certifications in QA, Customer Service, Business Operations, or Property Management advantageous

Experience

• 2-5 years’ experience in QA, customer service, call centre operations, or property management support

Key Performance Indicators (KPIs)

• Accuracy and consistency of quality evaluations
• Timely completion of audits, reporting, and feedback
• Improvement in service quality and customer satisfaction
• Reduction in repeat tenant issues and complaints
• Compliance with QA processes and regulatory standards