Quality Assurance Team Lead

Motorway; Brighton; On-site; GBP 30,000 - 60,000; Full time

Job summary

Join a fast-growing scale-up as a QA Team Leader, where you'll champion positive change and enhance customer experiences. This role offers the chance to conduct in-depth analyses of customer interactions, manage a dedicated team, and collaborate across departments to drive improvements. As part of a vibrant team, you'll be at the forefront of quality assurance in an innovative environment. If you thrive in a dynamic setting and are passionate about delivering outstanding service, this is the perfect opportunity to make a significant impact in the industry.

Qualifications

• Experience managing a team and coaching them is essential.
• Strong analytical skills with the ability to produce clear reports.

Responsibilities

• Conduct deep dives into processes and customer interactions.
• Manage a QA team to achieve objectives and deliver quality assessments.

Skills

Team Management

Data Analysis

Communication Skills

Stakeholder Management

Continuous Improvement

Attention to Detail

Problem-Solving

Education

Experience in Quality Assessments

Experience in Customer Service

Tools

Speech Analytics Tool

Job description

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of over 400 across 4 locations.

We are now valued at over $1 billion and 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 team

Hi, I'm Zoe, and I lead the Quality team here at Motorway. I’m looking for a strong QA Team Leader to join my team – it's a fantastic opportunity to make a real impact on a growing team and work across many different areas of the business.

If you have experience in customer service or sales within a contact centre environment, and you've worked on projects and created reports, this could be the perfect role for you. You'll be joining our customer experience department – a brilliant team of positive, enthusiastic, and dedicated people.

In this role, you'll be a champion for positive change within the business. This means conducting deep dives into our contact centre calls and processes, carrying out quality checks, and always keeping the customer journey front and centre. Spotting opportunities for improvement is key, and you'll be analysing your findings and presenting them to the wider business.

We're looking for someone who's truly customer-focused, ensuring our agents adhere to our quality processes, meet regulatory requirements, and deliver amazing service. Strong communication skills are vital, as you'll be providing fair and accurate feedback to key stakeholders in regular sessions.

About the role

• Performing deep dives into company processes and customer interactions.

• Conducting root cause analysis, creating reporting and holding feedback sessions with key stakeholders as well as running focus groups with various team members.

• Managing a team within the QA department to achieve their objectives and SLAs, as well as developing their skills and careers.

• Conducting 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 the correct outcome, processes have been adhered to and regulatory requirements have been met.

• Evaluating technical skills, customer service and soft skills within Motorway’s customer interactions.

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

• Identifying and raising improvement opportunities, bringing insights and ideas for improvements to the Quality Manager on a regular basis.

• Building and maintaining good relationships with all relevant business areas, working closely with other departments and regularly presenting to senior management.

• Utilising a speech analytics tool to gain valuable insights for business improvements.

• Proactively prioritising and managing your own allocated workload, taking full ownership.

About you

• Previous experience managing a team and coaching them.

• Experience analysing data in project work in a customer service capacity, producing reports in easy-to-understand formats.

• Excellent communication and stakeholder management skills with the ability to feed back findings to key stakeholders, obtaining actions.

• Experience identifying continuous improvement opportunities for enhancing business operations and work with cross-functional teams to implement positive change.

• Ability to multitask and work under time pressure. You are accountable for your own workload and are results driven.

• You have a strong attention to detail, with the ability to identify opportunities for improvement.

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

• Ideally you have some previous experience in quality assessments or a contact centre environment or customer-facing role.

You could be a great fit if

• You are passionate about delivering outstanding customer experiences.

• You are a proactive problem-solver who enjoys taking initiative.

• You are data-driven and have a keen eye for detail.

• You thrive in a fast-paced environment and enjoy collaborating with others.

• You are a strong communicator with excellent presentation skills.

You might not be a great fit if

• You prefer to work independently with minimal interaction.

• You are not comfortable providing constructive feedback.

• You have limited experience in data analysis and reporting.

• You are less interested in process improvement and quality assurance.

Our interview process

• Initial Screen - 30 minutes

• Hiring Manager Interview - 45 minutes

You can expect to hear back from us within 2-3 business days of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.