CX Quality Assurance Coach & Insights

Motorway; Brighton; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Equity scheme

25 days holiday

Private medical insurance via BUPA

Pension scheme 5%

Enhanced family leave

Job summary

Motorway is the UK's largest online car-selling platform, connecting private sellers with dealers. We are seeking a QA Specialist to assess customer interactions across calls, emails and live chat, ensuring quality standards and regulatory compliance.

You will evaluate agents, provide coaching, and identify improvement opportunities to support the QA Team Leader. A background in contact centres and speech analytics is advantageous, in a fast-paced scale-up environment near Brighton.

Qualifications

• Experience in quality assessments or contact centre environments.
• Proven track record of delivering customer-focused outcomes.
• Ability to multitask and work under time pressure.

Responsibilities

• Evaluate technical skills, sales techniques, customer service and soft skills in Motorway interactions.
• Conduct real-time and retrospective quality assessments to ensure quality standards are met.
• Ensure agents and regulatory requirements are adhered to.
• Provide coaching and constructive feedback to agents and suppliers.
• Identify improvement opportunities and raise insights to the QA Team Leader.

Skills

Quality assurance

Customer service

Coaching/mentoring

Attention to detail

Tools

Speech analytics

Job description

Motorway is the UK's largest online car-selling platform, connecting private sellers with dealers. We are seeking a QA Specialist to assess customer interactions across calls, emails and live chat, ensuring quality standards and regulatory compliance.

You will evaluate agents, provide coaching, and identify improvement opportunities to support the QA Team Leader. A background in contact centres and speech analytics is advantageous, in a fast-paced scale-up environment near Brighton.