Job Description

As a Quality Incident Executive, you will be responsible for the handle quality incidents reported by customers or internal organization from reception to resolution.
Main Accountabilities
- Main interface for reception of quality incident, reported by customers or internal department

- Collect all required evidences allowing to engage investigations such as - but not limited to, samples, pictures, context of use, production tracking data, quantity impacted, batch quantity, etc....., Run first diagnostic allowing to define condition of acceptance and level of responsibilities.

- Coordinate root cause analysis and consolidate containment, corrective and preventive action related data

- Consolidate internal report and impact analysis and organize review with relevant party to validate action plan.

- Propose communication and status reports to the Sales representative and management team, and after validation, handle the communication to the requestor as per internal and/or contractual SLAs.

- Endure proper tracking of implementation timing for the defined actions

- Consolidate and report KPIs and consolidate relevant process improvement actions and track implementation.

- Where conclusions cannot be reached over the phone on first contact, you will be required to conduct a full and thorough complaint investigation, collecting information from multiple sources including borrowers, brokers, lenders, solicitors and enact employees of all levels.
- Liaising with internal and external stakeholders, including Operations Managers, Sales and VP's making recommendations for fair, impartial decisions to refute or uphold the customer complaint, in line with enact policies.

- If appropriate, calculate redress and compensation in line with enacted policies.

- Identify root causes of customer complaints, offering ideas for improvement to reduce volumes and improve customer experience.

- Ensure complaints are addressed promptly and proactively in accordance with the enacts' procedures whilst maintaining a customer focused approach.

- The ability to write an excellent standard of report, acknowledging the customer concerns raised, explaining the investigation and findings, ensuring the letter responds to all issues raised.

- Work closely with the Customer Relations department, being an advocate for process improvement both internally and for our customers. Deputizing where required.

- Completing quality assurance reviews for complaint handlers, providing feedback and actions for improvement.

- To be a champion of delivering exceptional customer experience, providing feedback to the business where changes are needed to make positive improvements for our customers.

- Review and closes the open cases

Job Types: Full-time, Permanent