About Us
Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward-thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.
Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.
To learn more about Calex, please visit our website at www.calexuk.com.
We are currently seeking to recruit a Quality Analyst to join the Stellantis Customer Care Quality Assurance team.
Working within the Quality Assurance team, this role is responsible for providing objective assessment to ensure our teams are working within processes, controls and are compliant to regulatory and quality standards. Your role will support the business in meeting their Compliance obligations, with your assessments supporting the overall defence monitoring. You will work flexibly and diligently with customer-facing teams and internal stakeholders across multiple brands and regulated activities.
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 licence is a requirement due to business travel.
Our Calex 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.
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