Job Description

Calex is a specialist training and consultancy organization partnered with several leading automotive manufacturers. We are currently seeking to recruit a

Quality Analyst

to join the

Stellantis Customer Care Quality Assurance team

.

As part of the Customer care Quality Assurance team, you will ensure that all interactions and processes consistently meet established quality standards, regulatory requirements, and deliver exceptional customer experiences. This role focuses on monitoring and enhancing the quality of customer journeys across multiple digital channels (including live chat, email, and social media) while driving continuous improvement initiatives throughout the vehicles lifecycle. You will play a key role in supporting customers to enjoy a seamless purchasing experience and ensuring clear, consistent communication between Customer Care, Customer and dealerships.

Key Responsibilities

Flexibly deliver Quality Assurance (QA) on interactions (calls, emails, chat) and case management, based on established quality standards and frameworks, accompanying evaluations with meaningful and constructive feedback. Assessment of fair customer outcomes, agent performance and regulatory case management. Support the monitoring and reporting on QA actions and recommendations, working with internal teams for the progression and development of customer-facing employees. Supporting robust, regular root cause analysis, developing remedial actions and monitoring action outputs have been adopted, embedded and functioning effectively. Active participation in calibration activities to develop and maintain consistent interpretation and application of frameworks. Working closely with the Lead QA, Team Leaders, Operational Managers and Compliance Officers to provide regular feedback and positive involvement with the quality assurance strategy. Secure knowledge of internal policies and processes to evaluate agent knowledge and application of said policies and processes. Ensuring quality assurance is a value-add exercise; transparent, impartial, engaging and positively embedded within team culture. Effectively understanding and communicating risk and recommended actions to the wider business. Maintaining accurate documentation and records to support auditability of assessment activities.

About You

Previous experience in regulatory compliance and/or the automotive industry would be advantageous. Experience in Audit or Quality Assurance. Committed with an excellent attention to detail and strong analytical skills. Not afraid of asking challenging questions. A calm and balanced, thoughtful, and pragmatic decision maker who strives to deliver an exceptional service to all stakeholders. Able to remain objective and diligent with clear communication and reasoning skills to support decision-making. Excited by change, challenges, and the prospect of building something from the ground up. Strong interpersonal skills and the ability to nurture strong working relationships with peers, stakeholders, and your team. Customer centric, and have the customer at the heart of everything that you do. Strong Excel and PowerPoint skills, plus the ability to learn new systems and processes quickly. An understanding of working within a regulated environment would be advantageous. Ability to work both independently and collaboratively. Flexible, professional and organised with strong time management. Full driving license is a requirement due to business travel.

Our Calex Core Values

We are looking for an individual who aligns with our company core values:

Caring & Supportive Open & Honest Welcoming & Inclusive Collaborative & Inspiring Enjoyable & Rewarding Flexible & Adaptable Accountable & Reliable Healthy & Sustainable
To apply, please provide a full and up to date copy of your CV together with a covering letter detailing the skills that make you suitable for this role.

Salary & Benefits:

Up to 35,000 dependant on experience. 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and on Demand 24 Hour Wellbeing Service (Counselling and Advice), Life Assurance, Pension, optional private Healthcare cover.

Contract:

Permanent / Full Time

Working Hours:

Monday to Friday / 40 hours per week

Place of Work:

Hybrid split between working from home and Stellantis Head Office in Coventry.

Pre-employment Checks:

Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated referees, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate that we undertake a DBS check.

Employment:

The successful candidate will be employed by Calex UK (www.calexuk.com).

Visa Sponsorship:

Although Calex UK is on the register of Worker and Temporary Worker licensed sponsors, there is not an opportunity of sponsorship for this specific role.

Job Types: Full-time, Permanent

Pay: Up to 35,000.00 per year

Benefits:

Canteen Company pension Health & wellbeing programme Life insurance On-site parking Private dental insurance Private medical insurance Store discount Work from home
Work Location: Hybrid remote in Coventry CV3 1ND