Quality Assurance & Customer Experience Coach

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

Benefits offered by this job

Competitive salary

Equity scheme

25 days holiday

Sea-front office with massages

Private medical insurance

Life assurance

Pension scheme (5%)

Enhanced family leave

Employee Assistance Programme

EV leasing scheme

Cycle to work

Nursery salary sacrifice

1 paid volunteering day a year

Job summary

Motorway, the UK's largest online car-selling platform, seeks a Quality Assurance professional to evaluate customer interactions across calls, emails and live chat. You will ensure standards, regulations, and KPIs are met, while coaching agents and raising improvement ideas to the QA lead.

The ideal candidate has prior quality assessment experience in a contact centre, strong attention to detail and the ability to multitask in a fast-paced environment.

Qualifications

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

Responsibilities

• Conduct real-time and retrospective quality assessments across calls, email and chat.
• Ensure agents meet quality standards and regulatory requirements.
• Achieve KPIs/SLAs set by QA Team Leader.
• Provide coaching and constructive feedback to agents and suppliers.
• Identify improvement opportunities and raise ideas to QA lead.
• Conduct deep dives to support process improvements.
• Build relationships with departments to share best practices.
• Complete remediation checks and provide detailed feedback.
• Prioritise and manage own workload with ownership.

Skills

Quality assessment

Customer service

Time management

Attention to detail

Team player

Speech analytics (adv)

Tools

Speech analytics software

Job description

Motorway, the UK's largest online car-selling platform, seeks a Quality Assurance professional to evaluate customer interactions across calls, emails and live chat. You will ensure standards, regulations, and KPIs are met, while coaching agents and raising improvement ideas to the QA lead.

The ideal candidate has prior quality assessment experience in a contact centre, strong attention to detail and the ability to multitask in a fast-paced environment.