Quality Assurance Specialist

📋 Description

• Evaluate technical skills, sales techniques, customer service and soft skills within Motorway's
• Conduct real-time and retrospective quality assessments to ensure Motorway’s quality standards are
• 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
• Identify and raise improvement opportunities, bringing insights and ideas for improvements to the

🎯 Requirements

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

🎁 Benefits

• Competitive salary
• Equity scheme - we all share in Motorway’s success
• 25 days holiday
• Sea-front office with bi-weekly massages and free snacks
• Private medical insurance via BUPA
• Life assurance