Appraisal Quality Control Analyst

Job Description

Quality Control Analyst

The Quality Control Analyst plays a critical role in Opteon AMC’s customer experience by executing a defined review process for each appraisal product in accordance with Opteon AMC, Inc. quality requirements along with client specific requirements within industry standards. The Quality Control Analyst will work as a liaison between clients and appraisers to facilitate report revisions. The position is both client and appraiser facing, and therefore organizational and communication skills are a must.

Functional Responsibilities

A Quality Control Analyst’s functional responsibilities include :

• Providing appraisal feedback and changes needed or required from the appraiser
• Managing client and appraiser communication both written and verbal for each order in order meet client expectations while maintaining positive relationships with our appraisers
• Working directly with appraisers to ensure on time delivery of quality appraisal reports
• Utilizing established policies and industry guidelines / procedures to ensure efficient workflow
• Using excellent interpersonal communication skills / team work on a daily basis
• Providing excellent customer service and maintaining professional phone etiquette on all calls
• Managing multiple payment processes to ensure all appraisal reports are either paid or invoiced properly prior to delivery
• Supporting a continuous improvement environment and providing suggestions or sharing ideas to improve procedures and / or policies
• Meeting or exceeding specific departmental and personal goals
• Appropriate management of all QC tasks from multiple work streams.

Required Skills & Competencies

Ownership & Autonomy – This is a critical component of the Quality Control department; an individual must be ready to be their own elevator and be ready to take initiative to anticipate the needs of the department by providing a great customer experience through great customer service.

Attention to Detail – As this position will encompass many facets of Opteon’s business, it is imperative that the person in this role carry an extreme attention to detail. Attention to detail must not be compromised in instances where the workload is particularly heavy.

Critical Thinking & Problem Solving - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Uses critical thinking, logic and problem solving to make sound judgments, decisions and effective solutions that consider both the client / appraiser needs and Opteon’s risks. Can leverage resources and ask insightful questions to look beyond the obvious. Ability to learn and apply new concepts and technical information quickly. Demonstrate ability to learn new industry, regulatory, company, and product knowledge.

Customer Service Skills – This position is one of the most critical roles in the organization when it comes to client retention. Accordingly, an ability to understand and meet client needs is a must.

Time & Priority Management – Uses time effectively and efficiently to achieve individual and departmental goals. Can multi-task priorities and responsibilities to meet daily goals.

Communication Skills - Ability to read and interpret documents such as policies, training materials, and procedure manuals. Ability to speak and write clear and concise correspondence ensuring the proper information is provided. Must be a good listener with ability to react to any situation quickly and accurately.

Computer Skills - To perform this job successfully, an individual should have knowledge of Microsoft Office including Outlook, Teams, Word, and Excel. A high-level understanding of all operating platforms is a must.

Delegation and Organization - Excellent ability to delegate responsibilities while maintaining organizational control of the assignment process and exceptional customer service

Conflict Management – Highly proficient in conflict resolution with all aspects, including but not limited to, appraisers, clients, and peers.

Prior Experience - Experience working in quality control and / or appraisal required.

Preferred :

Active appraisal license or certification.