Quality Assurance Analyst

Location: Brighton, United Kingdom

Company

Online car-selling platform connecting private sellers with more than 8,000 dealers across the UK.

What you will do

• Evaluate technical skills, sales techniques, customer service, and soft skills across call, email, and live chat interactions.
• Conduct real-time and retrospective quality assessments, remediation checks, and detailed audits.
• Verify adherence to internal processes, quality standards, and regulatory requirements.
• Provide constructive coaching and feedback to agents and suppliers.
• Identify improvement opportunities, conduct interaction deep dives, and share insights with the QA Team Leader.
• Manage an allocated workload, meet KPIs and SLAs, and collaborate with other business areas on best practices.

Requirements

• Previous experience in quality assessment or a contact centre environment.
• Track record of delivering customer-focused outcomes.
• Ability to multitask, work under time pressure, and manage an independent workload.
• Organised working style, strong attention to detail, and an improvement-focused approach.
• Ability to work independently while contributing positively to a high-functioning team.
• Passion for customer service, problem-solving, coaching, and mentoring.

Nice to have

• Experience with speech analytics software.

Culture & Benefits

• Competitive salary and equity scheme.
• 25 days of holiday, private medical insurance, life assurance, and a pension scheme with a 5% company contribution.
• Sea-front office with bi-weekly massages and free snacks.
• Enhanced family leave, including up to 26 weeks of full-pay maternity or adoption leave.
• Employee assistance programme, EV leasing, cycle-to-work, nursery salary sacrifice, and one paid volunteering day per year.