Quality Assurance Specialist

About the role

Motorway is seeking a Quality Assurance Specialist to evaluate technical skills, sales techniques, and customer service interactions across calls, emails, and live chats. The role involves conducting quality assessments to ensure adherence to standards and regulatory requirements while providing coaching and feedback to agents. This position is a key opportunity to contribute to process improvements and maintain high service standards within a fast-growing technology-led platform.

Responsibilities

• Conduct real-time and retrospective quality assessments to ensure quality standards are met.
• Ensure processes are adhered to and regulatory requirements are satisfied.
• Provide high-quality 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 relationships with relevant business areas to ensure consistency.
• Complete remediation checks and provide constructive feedback on audits.

Required skills

• Quality assessment
• Contact centre operations
• Customer service
• Coaching
• Mentoring
• Data analysis

Nice to have

• Speech analytics software

Qualifications

• Previous experience in quality assessments or a contact centre environment

Benefits

• Competitive salary
• Equity scheme
• 25 days holiday
• Private medical insurance
• Life assurance
• Pension scheme
• Enhanced family leave
• Employee Assistance Programme
• EV leasing scheme
• Cycle to work scheme

About the Company

Motorway is the UK's largest online car-selling platform, connecting private sellers directly with over 8,000 dealers nationwide. Founded in 2017, the company uses a technology-led approach to redefine the car-selling experience and is backed by leading technology investors.