Quality Assurance Specialist
Core
Evaluate technical skills, sales techniques, and customer service in real-time and retrospective quality assessments across call, email, and live chat interactions.
Role type
Quality Assurance Specialist (Customer Support)
Builds
Customer service quality standards and agent performance metrics
Domain
Automotive sales / Customer support
Deliverable
dashboards & analysis
Required skills
Quality assessment, Call center operations, Customer service evaluation, Regulatory compliance, Coaching and feedback, Process improvement, KPI/SLA management, Remediation checks, Workload prioritization, Detail-oriented analysis (via careerplan.io/jobs/83c78206-f067-4cc4-9266-4ad4cd91e29d-quality-assurance-specialist-at-motorway)
Preferred skills
Speech analytics software experience
Responsibilities
Conduct real-time and retrospective quality assessments, Ensure adherence to processes and regulatory requirements, Provide coaching and feedback to agents, Identify and raise improvement opportunities, Complete remediation checks, Build relationships with business areas
Seniority
Individual Contributor