About Motorway
Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of over 400 across 4 locations.
We are now valued at over $1 billion and is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding. This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.
About the team
Hi, I'm Zoe, and I lead the Quality team here at Motorway. I'm on the lookout for a sharp Quality Assurance Specialist to join us in our Brighton office. You'll be part of our fantastic customer experience department – a team that's truly passionate about delivering amazing service.
In this role, you'll play a vital part in ensuring we maintain top-notch quality across all our customer interactions – that means calls, emails, and live chats. You'll have a keen eye for detail, a real passion for the customer journey, and a knack for identifying areas where we can improve.
If you have experience in customer service or sales, and you're looking to develop your skills in quality assurance, this could be a brilliant opportunity for you. We're a supportive team, and we're dedicated to helping each other grow.
About the role
* Evaluate technical skills, sales techniques, customer service and soft skills within Motorway's customer interactions.
* Conduct 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 an amazing experience through call, email and live chat quality checks
* Ensure processes have been adhered to by our agents and regulatory requirements have been met.
* Achieve team and individual KPIs and SLAs as set by the QA Team Leader.
* Provide high quality and positive coaching and feedback to Agents and suppliers on the standard of their evaluations.
* Identify and raise improvement opportunities, bringing insights and ideas for improvements to the QA Team Leader on a regular basis.
* Conduct deep dives into customer interactions to support process improvements.
* Build and maintain good relationships with all relevant business areas, work closely with other departments to ensure consistency and best practice, supporting them as and when required.
* Complete remediation checks and provide constructive detailed feedback to Agents on all audits completed.
* Proactively prioritise and manage own allocated workload, taking full ownership of each review.
* Be responsible for your own development, learning new areas of the business and keeping up to date with changes.
About you
* Previous experience in quality assessments or a contact centre environment.
* A proven track record of delivering customer-focused outcomes.
* Ability to multitask and work under time pressure.
* Be accountable for own workload, results driven and meets objectives/KPIs.
* An organised working style with strong attention to detail, with the ability to identify opportunities for improvement.
* The ability to work alone and a great team spirit as part of a high-functioning team.
You could be a great fit if
* You have a passion for delivering excellent customer service.
* You're a natural problem-solver with a keen eye for detail.
* You enjoy coaching and mentoring others.
* You're proactive and have a positive, can-do attitude.
* You're comfortable working in a fast-paced environment.
You might not be a great fit if
* You prefer to work with minimal supervision and struggle to follow set processes.
* You find it difficult to provide constructive feedback.
* You're not comfortable working with a high volume of customer interactions.
Our interview process
Our interview process contains the following stages:
* Initial Screen - 30 minutes
* Hiring Manager Interview - 45 minutes
You can expect to hear back from us within 2-3 business days of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.
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