Quality Control Associate

Position statement/summary

To process and offer support and guidance to clients on verifying their listings, agents’ profiles, and assist with monitoring our site for quality and accuracy.

Provide regular analysis to Operations and Sales Team into the performance of new clients to allow us as a company to help them understand our system and build brand loyalty.

Maintain the accuracy of listings on the site through monitoring the site and mystery shops

Tasks & Responsibilities

• Process all profiles submitted for verification within the day
• Monitor compliance with our virtual tour guidelines on a weekly basis
• Review all new clients after 1 and 3 months of their on boarding and assess their level of understanding of our processes and system
• Check the site on a daily basis for inaccuracies and breaches of our acceptable terms of use
• Record and log all infractions and contact clients regarding these where applicable
• Process all listings submitted for verification within the day
• Perform mystery shops on verified listings and suspicious listings
• Respond to all client and consumer queries/complaints in a timely manner
• Monitor the site on a daily basis. Identify errors along with fraudulent listings (priced inaccurately or unavailable), and communicate with the clients accordingly (for removal or additional info)
• Process all reported properties, investigate every single report and action accordingly
• Handle all consumer and client complaints relating to unavailable properties, inaccurate listings, exclusivity agreements, image copyright infringement, and generally poor images or listings
• Monitor clients’ listings to ensure compliance with our image guidelines concerning watermarks/ footers, irrelevant images, and advertising material
• Work closely with the customer care team and sales team and often assist in resolving issues