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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 (£143M Series C), the company is at a crucial growth phase.
The Quality Assurance Specialist role involves evaluating technical skills, sales techniques, customer service, and soft skills within Motorway's customer interactions. You will conduct real-time and retrospective quality assessments across call, email, and live chat channels to ensure quality standards are met and regulatory requirements are satisfied.
Key responsibilities include:
- Assess customer interactions and provide coaching and feedback to agents and suppliers
- Ensure processes and regulatory compliance are maintained
- Achieve team and individual KPIs and SLAs set by the QA Team Leader
- Identify and raise improvement opportunities with insights and ideas
- Conduct deep dives into customer interactions to support process improvements
- Build and maintain relationships with relevant business areas and departments
- Complete remediation checks with constructive, detailed feedback
- Manage allocated workload independently with full ownership
- Take responsibility for own development and stay current with business changes
You will work in a fast-paced, high-functioning team environment at Motorway's sea-front Brighton office.
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, and able 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 team
- Experience with speech analytics software (advantageous)
- Passion for delivering excellent customer service
- Natural problem-solver with keen eye for detail
- Enjoys coaching and mentoring others
- Proactive with positive, can-do attitude
- Comfortable in fast-paced environments
