Quality Assurance Specialist

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.
Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.
Hi, I'm Kevin, and I lead the Quality team here at Motorway. I’m looking for a strong Senior QA Agent 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. 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. 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. Stakeholder management across different business units to drive quality initiatives and ensure alignment.
Conducting root cause analysis, creating reporting and holding feedback sessions with key stakeholders as well as running focus groups with various team members.
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.
Carry out telephony and live chat audits and other contact channels as required.
Review appeals regarding audit disputes, providing clear and final decisions based on policy and process.
In times of high volume, contribute to regular profile audits to support overall quality coverage.
Identifying and raising improvement opportunities, bringing insights and ideas for improvements to the Quality Team Leader.
Supporting and coaching - acting as a point of support/cover escalations when required.
Quality Assurance Expertise: Proven experience in a contact centre environment, performing detailed quality assessments of customer interactions (telephony, live chat, and other channels).
Excellent ability to manage stakeholders across different departments, holding effective feedback sessions, and driving quality initiatives to ensure business alignment.
Process Acumen: Strong understanding of quality standards, regulatory requirements, and the ability to accurately review appeals regarding audit disputes based on policy.
Experience working effectively with partners, including outsource partners, to ensure consistent quality standards and efficient workload completion.
Flexibility: Able to contribute to ad-hoc tasks, such as regular profile audits during high volume periods, to support the team's overall objectives.
Shift pattern: Monday to Friday 8:45am to 5:30pm

Great work-life balance with standard shifts from 8:45am to 5:30pm
Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going
Flexibility to work from home 1 day per week
Pension scheme to plan for your future with our provider NEST
Opt-in comprehensive health insurance through BUPA including fitness discounts
Cycle to work scheme
Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave
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