About the Role:
- Our client is seeking an experienced Claims Quality Assurance Analyst to join their team in a key role focused on maintaining high standards of claims handling, regulatory compliance and operational efficiency.
- The successful candidate will be responsible for reviewing claims handling processes, ensuring adherence to agreed service levels, internal policies and industry best practice, while identifying opportunities to improve consistency, quality and efficiency.
- Working closely with internal stakeholders and external service providers, you will assess performance, identify process gaps and provide practical recommendations for improvement. The role will also have involvement in complaint management, regulatory compliance, quality assurance, system enhancements and continuous improvement initiatives.
Key Responsibilities:
- Evaluate claims handling procedures to ensure compliance with best practice, regulatory requirements and agreed service levels.
- Identify and share best practices to standardise processes and improve consistency across claims handling.
- Conduct quality audits and analyse claims data to identify trends, errors and potential claims leakage.
- Produce reports and provide actionable insights to support continuous improvement.
- Collaborate with internal teams and external service providers on system enhancements, user testing and process updates.
- Maintain and monitor complaint records, supporting timely resolution and appropriate follow-up.
- Support regulatory compliance activities and audits.
- Develop and maintain quality assurance procedures and documentation.
- Support training and knowledge-sharing initiatives.
- Monitor corrective actions and follow up on agreed improvements.
- Identify opportunities to improve claims processes, operational efficiency and customer outcomes.
What We're Looking For:
- MCC qualification with a minimum of CIP; a relevant professional or third-level qualification would be advantageous.
- Experience working within General Insurance claims.
- A minimum of one year’s experience in a quality assurance role.
- Strong knowledge of Public Liability, Employers' Liability, Motor and Property claims.
- Good understanding of relevant regulatory and operational requirements.
- Excellent attention to detail and strong analytical skills.
- Strong organisational and time-management abilities.
- A customer-focused, flexible and self-motivated approach.
- The ability to work effectively under pressure and manage competing priorities.
- Strong communication and stakeholder management skills.
What’s on Offer:
This is an excellent opportunity for an experienced claims professional to take on a role with significant exposure to quality assurance, process improvement, regulatory compliance and operational performance.
The successful candidate will have the opportunity to:
- Gain broad exposure to claims handling processes.
- Influence quality and process improvements across claims operations.
- Work closely with internal teams and external service providers.
- Contribute to system and process enhancements.
- Support regulatory and compliance initiatives.
- Develop their skills through ongoing learning and professional development.
- A competitive salary and benefits package is available, alongside a supportive working environment and opportunities for career development.
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