About Motorway 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 Nic, Director of Seller Services at Motorway and I’m looking for a Quality Manager to own contact centre call and process quality. We need someone with a modern, progressive take on customer experience, quality, and compliance. You'll create and implement frameworks (and supporting processes) fit for a new-age business like ours. Crucially, you'll have an unrelenting drive to deliver top-notch service, working closely with our people and partners. This role needs someone customer-focused, who can analyse data, collaborate effectively, and develop and execute improvement plans. About the role Own Motorway's contact centre quality standards. Design and implement contact centre CX, quality, and compliance frameworks. Monitor customer contact and processes based on agreed frameworks. Deliver results by working with people across functions and locations. Have a sharp eye to spot gaps, then find solutions, and see them through. Solve business problems, leveraging QA to uncover customer and process insights. Data is your friend. Analysing QA metrics to identify improvement opportunities. Maximise the use and effectiveness of quality monitoring tools and tech. Coach and support operational teams (coaching for performance). Own MI and reporting for the function. Hire and manage a Quality Team Manager, and work closely with QA Managers in our partner locations. About you Strong, demonstrable experience leading a contact centre quality management function. Experience working with brands delivering top-quartile Trustpilot/NPS scores. Experience working in a fast-paced / Technology / Marketplace environment. Experience working within an outsourcing ecosystem (either provider or client-side). Experience supporting omni-channel contact centre operations. You could be a great fit if You are familiar with quality management technology and tooling You're passionate about outstanding customer experiences. You're a data-driven decision-maker with strong analytical skills. You are curious, always on the lookout for ways to do things better. You're a natural leader with team management experience. You're comfortable in a fast-paced, ever-changing environment. You're excited to shape the future of quality at Motorway. Location This role will be required to be in-person in our Brighton office once a week. Our interview process Qualifying Screen - 30 minutes Hiring Manager Interview - 60 minutes Case Study Team Interview - 60 minutes You can expect to hear back from us within a week 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.