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Quality Assurance Manager, Greater London
Client:
Weflex
Location:
Greater London, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
03e1c65d773e
Job Views:
6
Posted:
01.03.2025
Expiry Date:
15.04.2025
Job Description:
About WeFlex
WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).
We provide ride-hailing drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing at a very rapid pace (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with just under 2,000 customers driving cars in our fleet and plans to double this over the next year.
Role Overview
As a Quality Assurance Manager, you will play a pivotal role in maintaining the highest standards of quality and compliance across our Sales, Collections, and Customer Experience teams. You will ensure our communications—via calls, emails, SMS, and live chats—meet internal standards and regulatory requirements. Your keen eye for detail and analytical mindset will contribute to improving team performance and enhancing the overall customer experience.
Key Responsibilities
Monitoring and Quality Assurance
1. Review and assess customer interactions, including calls, emails, WhatsApp SMS, and live chats, to ensure compliance with internal policies and external regulations.
2. Provide constructive feedback to team managers to enhance communication quality and improve performance.
3. Conduct regular control checks to identify and address process gaps.
Reporting and Insights
1. Document findings from monitoring activities and generate monthly reports highlighting trends, strengths, and areas for improvement per team.
2. Collaborate with team managers to share insights and support training initiatives.
3. Proactively suggest process enhancements to improve customer satisfaction and team efficiency.
4. Stay updated on best practices and industry standards for monitoring and compliance.
5. Work closely with the Sales, Collections, and Customer Experience teams to ensure alignment with company goals and values.
6. Assist with the occasional ad-hoc checks and other tasks required to maintain operational excellence.
Qualifications and Skills
1. Experience in a quality assurance or monitoring role, ideally within sales, customer service, or collections teams.
2. Exceptional verbal and written communication skills.
3. Strong attention to detail and ability to analyse interactions critically.
4. Proficient in using Excel.
5. Strong organisational skills and the ability to prioritise tasks effectively.
6. A proactive attitude and the ability to work both independently and collaboratively.
7. Nice to have - Proficient in using Excel, Power BI or alternative reporting software.
Quarterly Bonus: Up to 10% of your annual base salary, tied to performance metrics.
Employee Assistance Program: Access to confidential support for personal and professional challenges.
Cycle to Work Scheme: Save on a new bike and accessories while promoting sustainable travel.
Discount Clubs: Exclusive access to discounts on a wide range of products and services.
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