SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Motorway is the UK's largest online car-selling platform, connecting private sellers with over 8,000 dealers nationwide. Founded in 2017 and backed by leading technology investors with £143 million in Series C funding, the company is at a crucial growth phase.
In this Quality Assurance Specialist role, you will evaluate technical skills, sales techniques, customer service, and soft skills within Motorway's customer interactions across calls, emails, and live chat. You'll conduct both real-time and retrospective quality assessments to ensure the company's quality standards are met and that customers receive excellent experiences.
Key responsibilities include:
- Performing quality checks and audits to verify adherence to processes and regulatory requirements
- Achieving team and individual KPIs and SLAs set by the QA Team Leader
- Providing high-quality coaching and constructive feedback to agents and suppliers
- Identifying and raising improvement opportunities with insights and ideas to leadership
- Conducting deep-dive analyses of customer interactions to support process improvements
- Building and maintaining strong relationships across business areas to ensure consistency and best practice
- Completing remediation checks with detailed, constructive feedback
- Managing your own allocated workload with full ownership and accountability
- Taking responsibility for your own development and staying current with business changes
You'll work in a fast-paced, high-functioning team environment at Motorway's sea-front Brighton office, which offers bi-weekly massages and free snacks.
REQUIREMENTS:
- Previous experience in quality assessments or contact centre environment
- Proven track record of delivering customer-focused outcomes
- Ability to multitask and work under time pressure
- Accountable, results-driven approach with ability to meet objectives and KPIs
- Organised working style with strong attention to detail and ability to identify improvement opportunities
- Ability to work independently and as part of a high-functioning team
- Experience with speech analytics software (advantageous)
- Passion for delivering excellent customer service
- Natural problem-solver with keen eye for detail
- Coaching and mentoring capability
- Proactive, positive, can-do attitude
- Comfort working in fast-paced environments
