Summary

This role assesses the quality of Motorway customer interactions across calls, email and live chat. The specialist checks process and regulatory compliance, coaches agents and suppliers, and identifies opportunities to improve customer experiences.

Responsibilities

• Assess customer interactions across calls, email and live chat
• Check agent processes and regulatory requirements
• Coach agents and suppliers using audit feedback
• Conduct remediation checks and detailed evaluations
• Identify process improvements through interaction deep dives
• Manage allocated reviews and meet team KPIs