Quality Assurance & Improvement Specialist
Solus Accident Repair Centres · Direct employer
At Solus, we are committed to delivering exceptional customer experiences and driving continuous improvement across our operations. We are looking for a passionate and analytical CSC Quality Assurance & Improvement Specialist to join our Customer Solutions Centre and help shape the quality, efficiency, and effectiveness of our customer service delivery.
Responsibilities
As a CSC Quality Assurance & Improvement Specialist, you will play a key role in improving performance, enhancing customer outcomes, and driving operational excellence across the Customer Solutions Centre.
Working closely with Team Leaders and customer service colleagues, you will conduct quality assessments, provide coaching and feedback, identify training needs, and recommend process improvements that reduce errors, increase efficiency, and improve the overall customer experience
This is an excellent opportunity for someone who thrives on continuous improvement, enjoys developing people, and is passionate about using insight and data to drive positive change.
- Conduct regular quality monitoring and call observations.
- Deliver constructive feedback and coaching to support performance improvement.
- Identify training needs and support the development of customer service colleagues.
- Analyse quality and performance trends to identify opportunities for improvement.
- Work collaboratively with Team Leaders to improve individual and team performance.
- Recommend and implement process improvements to increase efficiency and reduce errors.
- Support initiatives that enhance customer satisfaction and first-contact resolution.
- Help drive adoption of digital and self-service solutions.
- Produce and interpret performance data and quality reporting.
- Contribute to complaint reduction initiatives through proactive quality assurance activities.
Essential Skills & Experience
- Experience in quality assurance, quality monitoring, coaching, training, or continuous improvement within a customer service or contact centre environment.
- Strong communication and stakeholder management skills.
- Ability to provide constructive feedback that drives performance improvement.
- Experience analysing data and identifying trends and root causes.
- Strong problem-solving and decision-making capabilities.
- Excellent organisational skills with the ability to prioritise multiple activities.
- A passion for customer service excellence and continuous improvement.
- Confident working with performance metrics, quality frameworks, and reporting tools
- Experience within insurance, claims, customer operations, or contact centre environments.
- Knowledge of quality assurance methodologies and continuous improvement practices.
- Experience using reporting and analytical tools such as Excel, Power BI, Akixi, or similar platforms.
- Understanding of digital customer journeys and self-service solutions.
Why Join Solus?
We have so much to offer when it comes to being a Solus colleague:
- Competitive salary based on location, skills, experience, and qualifications.
- Bonus opportunity tied to your performance and the overall success of Solus.
- Company pension scheme with employer contributions.
- 33 days' holiday (including bank holidays), with the option to buy or sell up to 5 days.
- Save money with up to 40% discount on Aviva products and other retailer discounts.
- Share in Aviva's success through the Aviva Save As You Earn scheme.
- Supportive policies including parental and carer's leave.
- Wellbeing focus with tools like Group Income Protection and 24/7 GP access.
We guarantee an interview for disabled applicants meeting the minimum criteria-just email us after applying to let us know.
Ready to join us? Apply online today, and our team will be in touch within 14 days.
Apply Now →
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