Sr. QA Manager
NinjaTraderSalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, AutomotiveIndustries
Requirements
- 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; accountable for your own workload and results driven
- Strong attention to detail, with the ability to identify opportunities for improvement
- Ability to work alone and have a great team spirit as part of a high-functioning team
- Ideally, previous experience in quality assessments or a contact centre environment or customer-facing role
- Passionate about delivering outstanding customer experiences
Responsibilities
- 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
Skills
Quality Assurance
Root Cause Analysis
Reporting
Team Management
Customer Service
Process Improvement
Stakeholder Feedback
SLA Management
Contact Centre
Regulatory Compliance
Motorway
About Motorway
London, United KingdomHeadquarters
2017Year Founded
$264.2MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer SoftwareIndustries
201-500Employees
Risks
Competition from Cazoo and Cinch threatens market share.
Economic downturns may reduce consumer demand for used cars.
Integration challenges with Total Car Check could cause operational inefficiencies.
Differentiation
Motorway Pay offers instant transactions, setting it apart in digital payment solutions.
Acquisition of Total Car Check enhances vehicle provenance, boosting buyer trust.
Strategic leadership hires strengthen Motorway's financial and commercial management.
Upsides
Partnership with Leasing.com expands customer base and service integration.
New office space in Brighton supports growth and operational expansion.
Industry recognition boosts brand credibility and market positioning.
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