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Quality Assurance Executive
4 months ago
This is a new and exciting opportunity to join us as a quality assurance executive. The role will cover a broad range of reviews and audits of the travel claims operation including an in-house claims team and suppliers. The key focus will be on identifying whether claims are being handled in accordance with agreed processes and practices that deliver fair customer outcomes, manage costs effectively and ensure efficient processing of claims.
We are looking for someone who has a keen eye for detail and who sets high standards when it comes to the way things are done. You need to be good at building positive relationships with a wide variety of stakeholders and be effective at developing and encouraging others around you to raise the bar on quality. We are looking for someone who has experience of undertaking quality assurance checks and reviews and who is comfortable documenting and reporting findings to senior stakeholders and feeding back to colleagues where required. Whilst a background in claims is not essential, you should be good at being able to understand processes quickly and be able to assess performance against this.
The types of reviews that you are likely to be undertaking as part of the role will include areas such as
- reviews of claims at all stages of the lifecycle assessing decision making, customer service quality & cost control working closely with Team Managers to drive continuous improvement with our claims handlers
- Leakage reviews to establish that claims are being handled and settled in accordance with policy terms and claims processes
- Third party supplier reviews to establish adherence to the contract terms, quality of claims handling, cost containment and fair customer outcomes
- Ad-hoc reviews of key processes to ensure these are working effectively such as fraud, recovery, customer outcomes, complaints identification ,etc
This is an exciting opportunity to help support a culture of continuous improvement and to ensure we always challenge the status quo.
**Main duties**
- Undertake a variety of reviews/audits of internal claims operation and external suppliers against an agreed scope
- Work with your Manager to define the requirements of future reviews and checks across operational processes
- Prepare reports and insights to help identify good practices or areas for improvement
- Identify opportunities for improvements to processes/controls that ensure that the operation remains fit for purpose in the context of governance and oversight
- Develop relationships with other audit teams/compliance, etc to ensure that learnings can be shared to help ensure the claims operation meets current and future legal/regulatory requirements
**Experience and qualifications required**
- Must have a strong appetite for improving the customer journey and rectifying unfair customer outcomes
- Must be confident and able to communicate clearly to all staff members from frontline staff to senior stakeholders
- A strong work ethic and desire to support and develop staff
- A good understanding of Microsoft packages
- Strong attention to detail and analytical skills
- Confident decision-making skills
- Pro-active, organised, and able to manage their time effectively and take initiative
- A great can-do attitude to support the business in change whilst achieving good customer outcomes
- Experience of reviewing/monitoring claims processes preferred but not essential
**Location**
We are moving towards a hybrid way of working in the future with a mix of office and home-based working, but our focus is on ensuring we find someone with the right skills and experience for the role. Therefore, if you are not immediately within the vicinity of our office in Cardiff, we would be open to discussing a balance that works for you between time in the office and home-based working.
**About Admiral**
We're Wales’ only FTSE 100 company with forward-thinking approaches and endless opportunities to test, learn and grow. There's a reason we've been named a best place to work: Our progressive culture, core values, and commitment to diversity and inclusion has created a working environment where people share ideas, aren’t afraid to speak up and change things, and above all, feel valued.
Based on innovation and organic growth Admiral has grown from being a small start-up into a multi-national organisation. The company is constantly investigating new products, services and markets and is now present in eight countries with a diverse product portfolio.
Admiral’s success goes hand-in-hand with having a strong people focused culture. We believe that happy people make happy customers and happy customers help increase profits. Our philosophy is a simple yet effective one: “people who like what they do, do it better”
We truly care about our customers - they are at the heart of every decision we make. We’re very proud of the innovative products we offer and level of service we provide. Everything we do acknowledg
