Quality Assurance Team Lead

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.

If you have experience in customer service or sales within a contact centre environment, and you've worked on projects and created reports, this could be the perfect role for you. You'll be joining our customer experience department - a brilliant team of positive, enthusiastic, and dedicated people.

In this role, you'll be a champion for positive change within the business. This means conducting deep dives into our contact centre calls and processes, carrying out quality checks, and always keeping the customer journey front and centre. Spotting opportunities for improvement is key, and you'll be analysing your findings and presenting them to the wider business.

We're looking for someone who's truly customer-focused, ensuring our agents adhere to our quality processes, meet regulatory requirements, and deliver amazing service. Strong communication skills are vital, as you'll be providing fair and accurate feedback to key stakeholders in regular sessions.

• Performing deep dives into company processes and customer interactions.

• Conducting root cause analysis, creating reporting and holding feedback sessions with key stakeholders as well as running focus groups with various team members.

• Managing a team within the QA department to achieve their objectives and SLAs, as well as developing their skills and careers.

• Conducting 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 the correct outcome, processes have been adhered to and regulatory requirements have been met.

• Evaluating technical skills, customer service and soft skills within Motorway's customer interactions.

• Providing high quality and positive coaching and feedback to teams and suppliers on the standard of their evaluations.

• Identifying and raising improvement opportunities, bringing insights and ideas for improvements to the Quality Manager on a regular basis.

• Building and maintaining good relationships with all relevant business areas, working closely with other departments and regularly presenting to senior management.

• Utilising a speech analytics tool to gain valuable insights for business improvements.

• Proactively prioritising and managing your own allocated workload, taking full ownership.

• Previous experience managing a team and coaching them.

• Experience analysing data in project work in a customer service capacity, producing reports in easy-to-understand formats.

• Excellent communication and stakeholder management skills with the ability to feed back findings to key stakeholders, obtaining actions.

• Experience identifying continuous improvement opportunities for enhancing business operations and work with cross-functional teams to implement positive change.

• Ability to multitask and work under time pressure. You are accountable for your own workload and are results driven.

• You have a strong attention to detail, with the ability to identify opportunities for improvement.

• The ability to work alone and have a great team spirit as part of a high-functioning team.

• Ideally you have some previous experience in quality assessments or a contact centre environment or customer-facing role.

• You are passionate about delivering outstanding customer experiences.

• You are a proactive problem-solver who enjoys taking initiative.

• You are data-driven and have a keen eye for detail.

• You thrive in a fast-paced environment and enjoy collaborating with others.

• You are a strong communicator with excellent presentation skills.

• 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.