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Quality Assurance Specialist
1 week ago
Role:
Quality Assurance Specialist
Company:
International Medical Group
Location:
Remote/Hybrid working available
Salary:
£26,000 + benefits
Hours: 37.5 hours per week
- International Medical Group provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe. Our UKbased operations centre provides round the clock medical assistance to policy holderswho suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care._
The Quality Assurance specialist will assist the Quality Assurance Manager in driving quality within the UK & US, 24/7 and claims teams.
This person will be responsible for handling complaints and appeals across varied books of business (including traveland IPMI insurance), as well as undertaking regular quality reviews of personnel administering claims and 24/7 assistance.
The role will include regular feedback to management on quality (general and individual) and complaint RCA.Main Duties:
- Assist the Quality Assurance Manager with complaint handling across all business regulated by FCA/ICB regulations.
- Review all complaints in line with FCA/ICB regulations, to establish the cause of the complaint, ensuring all are acknowledged, logged, and managed through to resolution
- Complete and register all Financial Ombudsman Service (or any other regulatory body) file requests
- Review Travel appeals and manage to resolution
- Complete quality checks and audits and report results to department management
- Communicate any service delivery issues, training needs, complaints (actual or likely), to department Managers
- Work with Operations and claims management to improve quality and performance through case reviews
- Identify coaching /training needs and liaise with Head of Training & Quality to support training interventions.
- 5 years' previous experience of claims processing, 24/7 assistance handling (travel and/or PMI)
- Excellent written and oral communication skills
- Good decisionmaking skills and commercial awareness, while considering the "bigger picture".
- A high degree of accuracy and attention to detail with good problem solving and analytical skills
- We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees._
- IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, genderidentity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law._
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