Gold Quality Assurance Excellence

Issued by PA Housing

The hub advisors answer our customers communication over a variety of different channels. They are monitored on their quality of service and if they are showcasing the best of the PA values. Regular monitoring is in place from the QA Team and their Team Leaders. PA Housing hold their advisors to a high standard and want to ensure every conversation is customer-centric and solution based. The advisor is highly skilled in customer service and plays an essential role in setting first impressions.

Type Certification
Level Advanced

Skills

Active Listening
Communication
Customer Calls
Customer Focus
Customer Service
Empathy-Based Customer Service
Problem Solving
Soft Skills

Earning Criteria

A hub advisor must achieve 95% or more in 4 consecutive quality checks to achieve this badge. Quality checks are carried out by the quality assurance specialist and their hub team leaders, and a combined consecutive score would help them achieve this badge. Our quality assurance target is 90% so this advisor is performing over target level.