Customer Service QA Specialist
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
We're looking for a sharp Customer Service QA 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.
Working pattern
Monday to Friday, 8:45am to 5:30pm
Our interview process
Initial Screen - 30 minutes
Onsite 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.