Quality Assurance Assessor

Lookers Plc; Trafford; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A leading automotive retailer in the UK is seeking a Quality Assurance Assessor to analyze customer interactions and ensure outstanding customer experience. This permanent, full-time role offers a salary of £30,900 and includes remote work with occasional travel to a dealership. Ideal candidates will have strong communication skills and experience in customer service or sales. The company provides competitive salaries, generous leave, and numerous health and wellness benefits.

Benefits

Competitive salaries with structured pay scales

Generous annual leave

Access to discounted gym memberships

Smart Health - 24/7 access to GP services

Qualifications

• Experience gained from a customer service or sales environment is essential.
• Enjoy speaking to customers and confident in calling people to understand their experience.
• Good understanding of all channels of customer interaction.
• Methodical with high attention to detail and expertise in analyzing data.

Responsibilities

• Analyse customer interactions to ensure good outcomes.
• Report on correct standard outputs via deal file checking.
• Identify and raise trends in quality performance.
• Provide feedback to improve customer experience.

Skills

Experience in customer service or sales environment

Effective communication skills

Attention to detail

Ability to manage difficult conversations

Understanding of quality tools and reporting standards

Team player

Job description

Overview

Quality Assurance AssessorGroup Retail OperationsLookers Head Office Manchester - Remote with occasional travel to a Lookers DealershipContract Type: Permanent, Full-TimeSalary: £30,900

Responsibilities

• Analyse customer interactions to ensure transactions result in good customer outcomes and report on the capability of the sales person to provide the required level and standard of customer experience.
• Report on the correct standard of outputs (system and/or paper based) via deal file checking.
• Proactively identify and raise attention to trends in quality performance and provide data and information to help decisions that shape quality standards and sales capability.
• Be customer focused and dedicated to improving the customer experience, providing feedback that clearly outlines what is required to deliver a best-in-class experience.
• Build and maintain ongoing credibility with peers and colleagues; be detail-oriented and proactive in managing data to influence stakeholders.
• Work independently with a tenacious, self-motivated approach.

Key skills

• Experience gained from a customer service or sales environment is essential
• Enjoy speaking to customers and confident in calling people to understand their experience
• Good understanding of all channels of customer interaction (Face to face, telephony and/or email, and online)
• Effective communication skills both verbally and in writing
• Ability to manage difficult conversations while maintaining credibility
• Good understanding of the business including technical knowledge of products/systems used to transact a sale
• Methodical with high attention to detail and expertise in analysing data to assess quality
• Proactively use initiative to identify, raise and/or action outputs from quality analysis activity aimed at improving the customer experience
• Understanding of quality tools, systems and reporting standards & requirements
• Ability to work as a team player, sharing quality findings and best practice
• Highly motivated and driven to ensure success in this role

About us

We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland. We believe our people are our greatest asset, and we're committed to recognising the valuable contribution each person makes. That's why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Core Benefits

• Competitive salaries with structured pay scales and progression as you grow within the business
• Generous annual leave that increases with your length of service
• Enhanced family leave, including 6 months\' full pay for maternity and adoption leave, and 2 weeks\' full pay for paternity leave
• Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing

• Eyecare vouchers to help cover vision care needs
• Smart Health - 24/7 access to GP services to support your mental and physical wellbeing
• Dental insurance for everyday dental care and unexpected treatments
• Critical illness cover for peace of mind during life\'s most challenging moments

Financial Wellbeing

• MyView PayNow - access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
• Will writing services to help plan for the future
• Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle

• Discounted gym memberships to support an active lifestyle
• Travel insurance to help you explore with confidence
• Access to home and technology vouchers
• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

#LI-MT2