Senior 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.

About the team

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. You'll be joining our Customer Experience department - a brilliant team of positive, enthusiastic, and dedicated people.

In this role, you'll be a champion for positive change within the business. 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. You will proactively identify gaps and areas for improvement within the team and processes. Spotting opportunities for improvement is key, and at times, you'll be analysing your findings and presenting them to the wider business.

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. Strong communication skills are vital, as you'll be providing fair and accurate feedback to key stakeholders in regular sessions.

• Stakeholder management across different business units to drive quality initiatives and ensure alignment.

• Performing deep dives into company processes and customer interactions, including conducting deep dives to uncover root causes and trends.

• 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.

• Work with outsource partners to ensure workload is completed efficiently and standards are maintained.

• Identifying and raising improvement opportunities, bringing insights and ideas for improvements to the Quality Team Leader.

• Utilising a speech analytics tool to gain valuable insights for business improvements.

• Be the go-to for the team when the team leader is absent, acting as a point of escalation and guidance.

• 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).

• Stakeholder Management: 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.

• Proactive Ownership: You are self-motivated, able to prioritise and manage your own allocated workload, and can step up to be the go-to for the team for escalations and guidance when the team leader is absent.

• Collaboration: Experience working effectively with partners, including outsource partners, to ensure consistent quality standards and efficient workload completion.

• Continuous Improvement Mindset: A strong focus on identifying and raising improvement opportunities, bringing insights to the team leader, and ideally experience utilising tools like speech analytics.

• Flexibility: Able to contribute to ad-hoc tasks, such as regular profile audits during high volume periods, to support the team's overall objectives.

  Job details

  • Shift pattern: Monday to Friday 8:45am to 5:30pm

  What you'll get

  • 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

  • Stock options so you can share in Motorway's growth and future success

  • Pension scheme to plan for your future with our provider NEST

  • Strong commitment to your personal development

  • 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

  • ... and much more