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Motor Claims QA Specialist

3 months ago

London, Greater London, United Kingdom marshmallow Full time

About Marshmallow:

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK.

All because the industry hasn't given this huge cohort of people a second's thought, and isn't set up to price them properly.


We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm.

Since we started, we've helped 100,000s of people get a fairer deal on their car insurance.

Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren't even aware of.

We believe that our future is helping these people by learning about their experiences, and building our company around their needs.

And there are strong signs that there's a need for a company like us.

Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we're only just getting started.


How we work:

We're really proud of the culture we've created.

We push for progress every day, because we know that we'll only hit big milestones by taking lots of smaller steps.

We're always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together.

We take risks, think creatively and experiment relentlessly to meet our customer's needs, and never pass blame when things go wrong.

We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things.

Everyone has a voice and the opportunity to make an impact.

And autonomy and ownership are only possible with clear direction.

That's why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom.

To make sure we're as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud.

Each tribe has multiple teams embedded in it, working cross-functionally to do great work.


We're so excited for all of the challenges up ahead, and we need more people to help us tackle them If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.


The QA Team:


The Quality Assurance (QA) team's mission for 2024 is to create an efficient and scalable QA function reviewing key areas of the business to ensure our Operations teams deliver an excellent customer experience and remain compliant to protect the company.


The team was formed in late 2021 and is expanding - we're currently a team of eight (four focusing on our Claims teams) and we are now looking for a Motor Claims QA specialist to further support our third party Claims teams.


This is a new role with the opportunity to be involved in an exciting period of growth at Marshmallow, and you can help to shape and determine the future success of the QA team.


What you'll be doing:

  • Reviewing our third party Claims teams (Credit Hire, Bodily Injury, TPD & Recoveries) and scoring them against various criteria using our scorecards within Klaus (QA tool)
  • Reviewing work completed by our thirdparty Claims teams ensuring that our processes are adhered to.
  • Reviewing action taken by our Claims Handlers including indemnity, liability assessment, reserving, file management, negotiation, payments and subrogation.
  • Working crossfunctionally with coaches and leads to ensure QA activities add as much value as possible to the operation
  • Participating and leading regular calibration sessions to ensure alignment across the teams
  • Providing motivational and developmental feedback with individuals, coaches and leads to ensure teams are delivering an excellent Claims experience and meeting operational standards
  • Facilitating process and performance improvement opportunities to support operational excellence
  • Developing and maintaining quality standards and QA processes
  • Analysing data and identifying trends to understand opportunities for improvement
  • Sharing QA insights and creating monthly management information (MI) providing clear actions to improve performance and compliance.


This role will be predominantly focused on internal claims, but may involve auditing some our external claims partners, and other Operational teams, too.


Who you are:

  • You are empathetic and understand what it means to go the extra mile to offer the best service possible
  • You are adaptable, excited and motivated by change with the ability to multitask
  • You have excellent organisation, prioritisation and communication skills
  • You simplify for success by addressing complex issues and proactively finding solutions to problems you come across
  • You have a bias for action and take ownership to address areas of underpe