Quality Assurance Executive (Remote)

1-2 days per week at home

A little flex time

Dog friendly

Employment type
Full time

ABOUT THE ROLE

Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a QA Executive, reporting directly to the Head of Compliance, to help us achieve this.

Please only apply for this role if you have QA experience in an FCA regulated environment.

No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy.

We take Quality Assurance seriously here at Goodlord. As a business operating in a highly regulated sector - we need to!

As a Quality Assurance Executive, you’ll be responsible for ensuring we deliver excellent service to our customers and whilst treating them fairly and remaining compliant with our legislative and regulatory requirements.

You will play a key role in ensuring teams across our business, but particularly our sales agents, are meeting Financial Conduct Authority (FCA) and data protection requirements.

You will be a champion of quality within the business and help us achieve our mission.

The day to day stuff:

No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy.

  • Perform call monitoring against a set criteria for various teams across the business
  • Completing review reports to contain observations, feedback and corrective actions
  • Providing clear and concise feedback to individuals
  • Identifying recurring errors and the root cause with a view to implementing changes to processes and procedures

Once you are comfortable and competent in the role you may be asked to also:-

  • Deliver training to the wider business on best practice and QA criteria
  • Contribute to management reporting with trends and actionable data
  • Contribute to the review of QA criteria and creation of new QA criteria as checks across the business expand

ABOUT YOU:

You should apply if you have:

  • Have experience of working with FCA regulation - bonus points for working within the Insurance sector
  • Excitement for QA and understand why it is important, particularly in a regulated environment!
  • Demonstrable experience within a Quality Assurance / Training & Feedback role within a Customer Support / Telesale / Call Centre environment
  • Excellent verbal and written communication
  • Capability to engage with stakeholders at all levels
  • A strong eye for detail and a positive can-do approach
  • An ability to show initiative and make appropriate decisions within a framework
  • You’re super organised and have proven your ability to prioritise effectively and meet deadlines
  • You are proficient using different cloud based platforms and systems
  • Change doesn’t faze you; you take the rough with the smooth and take people with you on that journey
  • You have a positive attitude, and work well under pressure
  • What we’re doing here at Goodlord excites you!

It would also be great if you had:

  • Demonstrable experience of working within a regulated environment
  • Experience of creating criteria for call reviews
  • Experience of preparing clear and concise reports for management team

It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing, are up for a challenge and share our values, we’d love to hear from you.

ABOUT US

We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, landlord and tenant. We knew generation rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution.

And we did. Like all high growth companies it’s been a bit of a roller coaster journey, but we’re now stronger than ever, with over 1000 happy customers and exciting new products. We have ambitious plans but with William Reeve at the helm alongside co-founder Tom Mundy and a brilliant team of over 200 talented Goodlordians we are confident we’ll achieve these.

Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves. Our style is collaboration based on honesty, friendship and respect.

And in the last year we’re proud to have been recognised as a Great Place to work. No one likes a show off, but we can’t not shout about this. We’ve worked hard to make Goodlord great, and it’s important you know this isn’t just words on paper; Goodlordians have validated this which has led to us being accredited:

  • 9th in Deloitte’s UK Technology Fast 50
  • 20th Great Place to Work in the UK medium-sized businesses
  • 11th in the UK for great medium-sized workplaces for tech
  • 12th in the UK for great medium-sized workplaces for women
  • Excellence in wellbeing for our dedication to goodlordian’s wellbeing
  • Verified by Flexa as a Flexified employer

It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing, are up for a challenge and share our values, we’d love to hear from you.

WHY YOU’LL LOVE BEING A GOODLORDIAN:

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

  • Grow with Goodlord: your development is important to us. Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord too!
  • Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
  • Unlimited holiday and flexible time off: we encourage Goodlordians to make use of their unlimited time off to enjoy the world, recharge and reboot. We also offer time off for volunteering and training, so you can give back to the community and pursue your passions
  • Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
  • Our team: we’re an energetic, sociable and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

Goodlord wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. In fact one of our core values is Bring our whole selves to work which is really important to us. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer **

1-2 days per week at home

A little flex time

Dog friendly