Senior Quality Assurance Specialist

A Senior Quality Assurance Specialist at Motorway is responsible for enhancing customer experience by conducting quality assessments of contact center interactions, including telephony and live chat audits. This role involves deep dives into processes to identify improvement opportunities, performing root cause analysis, and managing stakeholder feedback sessions to ensure compliance with quality standards and regulatory requirements. The specialist will also utilize tools like speech analytics to provide insights for continuous improvement and support the Quality Team Leader during their absence.