Customer Experience Analyst

1 week ago

Altrincham, Trafford, United Kingdom Lookers Full time

Job Summary

We are seeking a highly skilled Quality Assurance Specialist to join our team at Lookers. As a Quality Assurance Specialist, you will play a critical role in analyzing customer interactions to ensure that our sales teams are consistently delivering a high-quality customer experience.

Key Responsibilities

  • Analyze customer interactions to identify areas for improvement and provide feedback to sales teams.
  • Develop and implement quality standards and procedures to ensure consistency across all sales teams.
  • Collaborate with sales teams to identify and address quality issues and provide training and coaching as needed.
  • Monitor and report on quality metrics to ensure that sales teams are meeting quality standards.
  • Proactively identify and raise attention to any trends in quality performance and provide data-driven insights to inform business decisions.

Requirements

  • Experience gained from a customer service or sales environment is essential.
  • Good understanding of all channels of customer interaction (face-to-face, distance, and online).
  • Able to demonstrate effective communication skills both verbally and in writing.
  • Ability to manage difficult conversations while maintaining credibility.
  • A good understanding of our business, including technical knowledge of the products and systems used to transact a sale.
  • Methodical with high attention to detail and expertise in analyzing data to assess quality.
  • Proactively use own initiative to identify, raise, and/or action outputs from quality analysis activity aimed at improving the customer experience.
  • Understanding of quality tools, systems, and reporting standards and requirements.
  • Ability to work as a team player, sharing quality findings and best practice.
  • Highly motivated and driven to ensure success in this role.

About Us

Lookers is a leading automotive retailer with over 30 vehicle manufacturers and a network of over 150 franchised dealerships across the UK. We are proud to have been voted one of the UK's Top Employers and are committed to providing a positive and supportive work environment for our employees.

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