Quality Assurance Specialist

Overview

In this role you will ensure exceptional customer interactions by evaluating technical, sales, and service quality across calls, emails, and live chat. You will perform real-time and retrospective assessments to uphold Motorway’s standards and regulatory compliance. You’ll coach agents, identify improvement opportunities, and partner with cross-functional teams to drive process enhancements. This is a hands-on, data-driven position in a fast-growing scale-up that values customer-centric outcomes and constructive feedback.

Pay / Benefits

• Competitive salary
• Equity scheme
• 25 days holiday
• Private medical insurance via BUPA
• Pension scheme (5%)
• Enhanced family leave (26 weeks)

Responsibilities

• Evaluate technical skills, sales techniques, customer service and soft skills in customer interactions
• Conduct real-time and retrospective quality assessments to ensure quality standards across calls, emails, and live chat
• Ensure processes and regulatory requirements are adhered to by agents
• Achieve team and individual KPIs and SLAs
• Provide high-quality coaching and feedback to agents and suppliers on evaluation outcomes
• Identify improvement opportunities and raise insights to QA Team Leader
• Conduct deep dives into customer interactions to support process improvements
• Collaborate with other departments to ensure consistency and best practices
• Complete remediation checks and provide constructive feedback to agents on audits
• Prioritize and manage own workload and take ownership of reviews
• Commit to personal development and stay updated with changes in the business

Key requirements

• Previous experience in quality assessments or a contact centre environment
• Proven track record of delivering customer-focused outcomes
• Ability to multitask and work under time pressure
• Accountability for own workload and meeting objectives/KPIs
• Organised with strong attention to detail and ability to identify improvement opportunities
• Ability to work independently and as part of a high-functioning team
• Experience with speech analytics software would be advantageous
• Passion for delivering excellent customer service
• Natural problem-solver with attention to detail
• Proactive, positive, can-do attitude and comfortable in a fast-paced environment

• attention to detail
• coaching and mentoring
• proactive communication
• time management
• team collaboration
• speech analytics software

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