Quality Analyst | Stellantis Calex

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

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 inthe automotive industry would be advantageous.
• An understanding of working within a regulated environment 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…