Quality Assurance Specialist

The role

The Quality Assurance Specialist evaluates technical skills, sales techniques, customer service, and soft skills within customer interactions. This role involves conducting quality assessments via call, email, and live chat to ensure standards and regulatory requirements are met.

What you will do

• Evaluate technical skills, sales techniques, customer service and soft skills within customer interactions.
• Conduct real-time and retrospective quality assessments via call, email and live chat.
• Ensure processes have been adhered to and regulatory requirements have been met.
• Achieve team and individual KPIs and SLAs.
• Provide high quality and positive coaching and feedback to Agents and suppliers.
• Identify and raise improvement opportunities to the QA Team Leader.
• Conduct deep dives into customer interactions to support process improvements.
• Build and maintain good relationships with all relevant business areas.
• Complete remediation checks and provide constructive detailed feedback to Agents.
• Proactively prioritise and manage own allocated workload.

Required qualifications

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

Nice to have

• Experience with speech analytics software
• A passion for delivering excellent customer service
• A natural problem-solver with a keen eye for detail
• Enjoys coaching and mentoring others
• Proactive and have a positive, can-do attitude
• Comfortable working in a fast-paced environment

Benefits

• Competitive salary
• Equity scheme
• 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

About the company

Motorway is the UK's largest online car-selling platform. It connects private sellers directly with over 8,000 dealers nationwide.