Quality Assurance Specialist

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

About Motorway

Motorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. Motorway is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding.

This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

About the role

• Evaluate technical skills, sales techniques, customer service and soft skills within Motorway's customer interactions.

• Conduct real-time and retrospective quality assessments to ensure Motorway’s quality standards are met, using knowledge and experience to determine whether the customer has received an amazing experience through call, email and live chat quality checks

• Ensure processes have been adhered to by our agents and regulatory requirements have been met.

• Achieve team and individual KPIs and SLAs as set by the QA Team Leader.

• Provide high quality and positive coaching and feedback to Agents and suppliers on the standard of their evaluations.

• Identify and raise improvement opportunities, bringing insights and ideas for improvements to the QA Team Leader on a regular basis.

• Conduct deep dives into customer interactions to support process improvements.

• Build and maintain good relationships with all relevant business areas, work closely with other departments to ensure consistency and best practice, supporting them as and when required.

• Complete remediation checks and provide constructive detailed feedback to Agents on all audits completed.

• Proactively prioritise and manage own allocated workload, taking full ownership of each review.

• Be responsible for your own development, learning new areas of the business and keeping up to date with changes.

About you

• Previous experience in quality assessments or a contact centre environment.

• A proven track record of delivering customer-focused outcomes.

• Ability to multitask and work under time pressure.

• Be accountable for own workload, results driven and meets objectives/KPIs.

• An organised working style with strong attention to detail, with the ability to identify opportunities for improvement.

• The ability to work alone and a great team spirit as part of a high-functioning team.

• Experience with speech analytics software would be advantageous

You could be a great fit if

• You have a passion for delivering excellent customer service.

• You're a natural problem-solver with a keen eye for detail.

• You enjoy coaching and mentoring others.

• You're proactive and have a positive, can-do attitude.

• You're comfortable working in a fast-paced environment.

Benefits

We've got your back, in life's biggest moments and the everyday ones too.

• Competitive salary

• Equity scheme - we all share in Motorway’s success

• 25 days holiday

• Sea-front office with bi-weekly massages and free snacks

• Private medical insurance via BUPA

• Life assurance

• Pension scheme (we contribute 5%)

• Enhanced family leave (e.g. 26 weeks full pay for maternity or adoption)

• 24/7 Employee Assistance Programme

• EV leasing scheme

• Cycle to work scheme

• Nursery salary sacrifice scheme

• 1 paid volunteering day a year