My job: Quality adviser polices licence to sell

Noreen Tocker devises and registers national real estate qualifications. Photo / Ted Baghurst

Name: Noreen Tocker.
Role: Quality assurance and compliance adviser.
Employer: Real ITO.
Hours: 30 hours a week but longer when needed.
Salary range: $65,000-$115,000 (pro rata).
Qualifications: Institute of Personnel and Development (UK) training and development certificate; Criterion Referenced Instruction certificate; ABC Analysis certificate (behavioural analysis methodology); Train the trainer certificate; Telecom training specialist workshops; Workplace assessor training; Educational programme development training.

Describe your job?

People working in the real estate industry must have a licence to sell property. To get the licence, they must hold a real estate national qualification. My work at Real Industry Training Organisation (ITO) is complex as it revolves around this requirement.

I write the national qualifications for the real estate industry and have them registered on the New Zealand Qualifications Framework. I also write quality procedures and processes for the national qualifications and check that these are being met.

Real ITO receives government funding, so I also ensure that the ITO meets the rules set by government.

What jobs does the Reinz Industry Training Organisation cover?

As well as setting national qualifications for the real estate industry, Real ITO manages training for people working in the industry.

The ITO is managing more than 1500 people in real estate training, which begins at national certificates for salespeople and extends to a national diploma for full agency licences.

The national qualifications are specific to the roles of salesperson, branch manager and agent in the industry. The salesperson's national qualification is the first time a full academic qualification has been required to get a licence to enter the industry.

The qualifications are open entry, which means anyone can enrol to complete them. However, to obtain a licence at branch manager or agent level, individuals must have spent some time working in the real estate industry.

Your work history?

I have been in a training role in one form or another since 1990.

In 1992, I got seriously into training call centre staff with Telecom New Zealand, obtaining the skills and knowledge to be a trainer, and I completed specialist workshops.

After leaving Telecom in 1996, I worked for a telecommunications training company as a performance specialist and quality adviser. That role brought me into contact with NZQA, as I was writing the company's quality procedures and processes manual and getting them approved. I also worked on some meaty training projects for the company.

In 1999, I branched out on my own as a consultant, contracting to the Performance Improvement Centre (part of the Auckland College of Education), which was developing call centre training.

Then, in 2000, I began working at the Electro Technology Industry Training Organisation (ETITO) as its quality systems manager. I developed and managed quality procedures and processes for its national qualifications and managed the writing of its training materials.

My job morphed into the role of academic manager, which added the responsibility of managing the writing of their national qualifications to my role.

In 2006, I decided to take some time out. However, when you have always been busy it's hard to stand still and I began consulting again.

In 2007, I contracted with Real ITO to develop its quality procedures and processes to get approval for workplace training. After completing this, I was offered a part-time role as quality assurance and compliance adviser.

What training/experience is important with this job?

What has helped me is my experience in training, the National Qualifications Framework and the role of NZQA, plus writing quality procedures and processes. You also need an understanding of audit principles and their application in the training arena, to have good communication skills plus be good at building relationships.

Who do you work with?

I work closely with my Real ITO colleagues. I also work with representatives from other ITOs, polytechnics and government departments as well as real estate representatives.

Why is your job important?

My job is about quality, so it covers just about everything Real ITO does. It is also about compliance and staff often refer to me as the policewoman who ensures we are doing everything within the guidelines and rules.

What would an average working day involve?

A typical day for me is answering questions from Real ITO staff, contracted individuals and training providers on various issues about quality and compliance requirements. It can also involve liaising with government departments to clarify something or to check on progress of applications, as well as trying to complete the work I had prioritised to do that day.

What do you enjoy most about the job?

I love the variety my role brings, especially the challenges and opportunities, and that no two days are the same. And I really value working with the great team at Real ITO and always learning.

Challenges of the job?

Ensuring I am up to speed on changes when giving advice to someone. And sometimes there are not enough hours in the day with some deadlines being extremely tight.

Advice to someone interested in similar work?

There are 39 ITOs in New Zealand. Check out www.realito.co.nz, www.itf.org.nz, www.nzqa.govt.nz and www.tec.govt.nz for an overview of industry training.