Quality Assurance Specialist

Overview

As a Quality Assurance Analyst at Motorway, you will assess technical skills, sales techniques, and customer service across calls, emails, and live chats to ensure high-quality experiences. You’ll conduct real-time and retrospective evaluations, enforce process and regulatory compliance, and drive improvements with actionable feedback. Your work supports cross-functional teams to deliver consistent, exceptional service as we scale. This role offers a meaningful impact on customer outcomes and helps shape how Motorway maintains its quality standards at pace.

Pay / Benefits

• competitive salary
• equity scheme
• 25 days holiday
• private medical insurance via BUPA
• pension scheme (5% contributed)
• enhanced family leave

Responsibilities

• Perform real-time and retrospective quality assessments of customer interactions to ensure a superior experience
• Verify compliance with processes and regulatory requirements across channels (call, email, live chat)
• Help the team meet KPIs and SLAs set by the QA Team Leader
• Provide coaching and constructive feedback to agents and suppliers on evaluation quality
• Identify improvement opportunities and contribute ideas to the QA Leader for process enhancements
• Conduct deep-dive analyses of interactions to support process improvements
• Collaborate with other departments to ensure consistency and best practices
• Complete remediation checks and deliver detailed feedback to agents
• Prioritize and manage own workload with ownership of reviews
• Own ongoing development and keep up to date with business changes

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, results-driven, and KPI-focused
• 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

• customer focus
• coaching and mentoring
• problem-solving
• proactive and positive attitude
• attention to detail
• speech analytics software

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