About MotorwayMotorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. Motorway is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding.This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.About the roleEvaluate 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 checksEnsure 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

Quality Assurance Specialist