Quality Assurance Specialist
Motorway, Brighton
The role
- Evaluate 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 checks
- 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 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.