Quality Assurance Assessor

Lookers; West Timperley; Hybrid; GBP 30,000 - 36,000; Full time

Job summary

A leading automotive retailer is seeking a Quality Assurance Assessor to analyze customer interactions, ensuring a high standard of customer service. The ideal candidate will have experience in customer service or sales, strong communication and analytical skills, and attention to detail. This role involves providing feedback and identifying trends to enhance quality performance across the sales teams. Join a reputable company with a strong commitment to employee benefits and career development opportunities.

Benefits

Competitive salaries

Generous annual leave

Enhanced family leave

Discounted gym memberships

Access to discounted technology purchases

Qualifications

• Experience gained from a customer service or sales environment is essential.
• Ability to manage difficult conversations whilst maintaining credibility.
• Good understanding of all channels of customer interaction.

Responsibilities

• Analyze customer interactions to ensure good outcomes.
• Identify trends in quality performance for reporting.
• Provide feedback to improve customer experience.

Skills

Customer service experience

Effective communication skills

Analytical skills

Methodical attention to detail

Team player

Initiative in quality improvement

Job description

OTE

Overview

Quality Assurance Assessor

Group Retail Operations

Lookers Head Office Manchester – Remote with occasional travel to a Lookers Dealership

Contract Type: Permanent, Full-Time

Salary: £30,900

We have an exciting new opportunity for a Quality Assurance Assessor to work with our sales teams in analysing our customers interactions to ensure we are consistently transacting in a way that results in good customer outcomes. You will report on the capability of the sales person to provide the level & standard of customer experience required and report on the correct standard of outputs (system and/or paper based), via deal file checking.

This role will also proactively identify and raise attention to any trends in quality performance, providing the company with the data and information to make decisions that continue to positively shape quality standards and our sales teams capability.

This role requires you to be a customer focused individual who is dedicated to improving the customer experience and can provide feedback to others that clearly outlines what is required to deliver a ‘best in class’ customer experience. You should be able to build and have ongoing credibility with peers and colleagues alike.

An eye for detail is essential, you will be proactive in managing data to influence key stakeholders to support quality outcomes and/or proposals for the further development of the customer experience.

You will be tenacious, self-motivated, with the ability to work independently.

Key skills:

• Experience gained from a customer service or sales environment is essential
• A genuine enjoyment of speaking to customers and confidence in calling people to understand their experience
• Good understanding of all channels of customer interaction (Face to face, distance: telephony and/or email, and online)
• Able to demonstrate effective communication skills both verbally and in writing
• Ability to manage difficult conversations whilst maintaining credibility
• A good understanding of our business including technical knowledge of the products/systems used to transact a sale
• Methodical with high attention to detail and expertise in analysing data to asses quality
• Proactively use own 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.

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