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Quality Assurance Assessor

ManchesterOn-site

AI Summary

Reviews finance and insurance sales at automotive dealerships by checking deal files, making outbound customer calls, and assessing mystery shop visits to identify errors and improve processes.

About this role

About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.

We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Quality Assurance Assessor
Location: Hybrid (Remote, with occasional travel to a Lookers dealership)
Contract: Permanent, full-time

Hours: Mon – Fri 9am – 5.30pm (1 hour lunch)

Salary: £30,900 pa

We’re looking for a Quality Assurance Assessor to help us review finance and insurance sales across Lookers. You’ll check deal files and customer interactions, make outbound calls to understand customers’ experiences, and assess mystery shop visits. Your findings will help us spot errors, improve processes and support good customer outcomes.

This is a busy role with several workstreams running at once. You’ll need to switch between tasks, manage deadlines and work across multiple systems used by different dealerships and areas of the business. We’re looking for someone who can work at pace while remaining thorough, organised and accurate.

What you’ll do
- Review deal files, documents and system records for accuracy and completeness.
- Call customers to check their understanding and experience of the sales process.
- Assess mystery shop visits and record clear, evidence-based findings.
- Identify recurring issues and raise concerns that could affect customer outcomes.
- Explain findings professionally to colleagues across the business and work with them to resolve queries.
- Manage your own workload across different tasks, systems and deadlines.

What you’ll bring
- A working knowledge of FCA requirements relevant to consumer finance and insurance. This is essential.
- Confidence in making outbound customer calls and asking clear questions.
- Strong attention to detail, including the ability to compare documents, figures and information across systems.
- The ability to prioritise, switch between tasks and work efficiently without compromising accuracy.
- Clear written and verbal communication, with a calm and professional approach to challenging conversations.
- The ability to work independently as part of a remote team, take ownership of your work and respond constructively to feedback.
- Motor trade experience would be helpful, but it isn’t essential. We’re interested in candidates who can apply their regulatory knowledge, enjoy detailed work and want to make a difference to customers’ experiences.

Desirable:

- motor trade experience

- experience in a QA or compliance role

- experience reviewing finance and insurance sales or customer interactions

Core Benefits:

Competitive salaries with structured pay scales and progression as you grow within the business
Generous annual leave that increases with your length of service
Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave
Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing:

Eyecare vouchers to help cover vision care needs
Smart Health – 24/7 access to GP services to support your mental and physical wellbeing
Dental insurance for everyday dental care and unexpected treatments
Optional critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing:

MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
Free will writing services to help plan for the future
Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle:

Discounted gym memberships to support an active lifestyle
Travel insurance to help you explore with confidence
Access to home and technology vouchers
bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.

Skills

ComplianceConsumer FinanceCustomer Interaction AnalysisDeal File ReviewDocument ComparisonFCA RequirementsInsurance SalesMulti-system NavigationMystery ShoppingOutbound CallingQuality Assurance