Quality Assurance Technical Lead

4 weeks ago

Manchester, United Kingdom First Central Insurance Management Ltd Full time
Job Title: Quality Assurance Technical Lead

We are seeking a highly skilled Quality Assurance Technical Lead to join our team at First Central Insurance Management Ltd. As a Quality Assurance Technical Lead, you will be responsible for ensuring the quality and efficiency of our processes by driving process excellence.

Key Responsibilities:
  • Implement conversational analytics tools to gather insights into customer interactions and identify areas for improvement.
  • Lead the development of auto QA processes to test the accuracy and efficiency of the tools' ability to analyze large volumes of data to surface key insights.
  • Lead on technical quality assurance processes and risk management strategies, leveraging input from 1st Line Risk and the Procedural Analysts to ensure compliance with regulatory requirements and drive further improvements in risk mitigation efforts.
  • Prepare comprehensive reports on QA performance, trends, and insights for management review and decision-making.
  • Proactively identify and address risks, document processes, and promote continuous improvement within the QA department, the wider business, and supplier network, collaborating with Technical Coaches and key internal and external stakeholders to improve operational effectiveness.
  • Conduct regular audits and quality checks to validate the effectiveness and reliability of conversational analytics and auto QA outputs.
  • Build and maintain strong relationships with key stakeholders across the organization and supplier network, providing regular feedback to internal and external stakeholders on trends and actions, while collaborating with the Technical Coaches to ensure consistency and best practices.
  • Collaborate with key stakeholders both internally and externally to define requirements and objectives for thematic reviews, ensuring alignment with business goals, consumer duty initiatives, and regulatory requirements, ensuring direct reports also adopt this approach.
  • Prepare and deliver comprehensive reporting and presentations for key stakeholders, incorporating insights from auto QA, conversational analytics, thematic reviews, and drive improvements through MI, making recommendations for driving business outcomes.
  • Work closely with Procedural Analysts to develop and refine QA procedures and protocols.
  • Collaborate with Technical Coaches to train team members on QA best practices and new technologies.
  • Provide training and support to QA seniors and analysts to enhance their capabilities in auto QA, conversational analytics, and data analysis, driving further improvements in skills and proficiency, and provide technical support across departments and assist in risk mitigation, flagging regulatory breaches to the relevant bodies.
  • Deal with all employee matters in a timely manner, including but not limited to monitoring absence, supporting the disciplinary process, and resolving employee issues with support from their reporting line and HR when required.
  • Assist in recruitment and training processes, ensuring the team is kept informed of company changes.
  • Comply with the requirements and act in accordance with the Group Code of Conduct and Fitness and Propriety policies at all times.
  • Ensure compliance with Company Policies, Values, and guidelines and other relevant standards/ regulations at all times.
Requirements:
  • Strong technical expertise in claims and retail.
  • Experience of working with a conversational analytics platform.
  • Experience automating QA processes.
  • Experience scoping thematic reviews.
  • Experience in leakage and reserving.
  • Solid understanding of insurance products and personal lines insurance.
  • Comprehensive understanding of regulatory requirements and company principles (including Consumer Duty) following appropriate training.
  • Solid understanding of the business objectives and operations.
  • Knowledge of FCA requirements.
  • Experience of working within a Quality Assurance environment, preferably within the motor/home insurance industry and/or financial services.
  • Experience of meeting targets and KPIs within a regulated environment.
  • Experience of supporting and supervising a technical team.
  • Proven exposure in a Financial Services regulated environment.
Skills and Qualifications:
  • Strong analytical and problem-solving skills with the ability to adopt a logical approach to resolving problems.
  • Great communicator, both verbal and written.
  • Ability to positively influence, collaborate, and communicate with various stakeholders.
  • ACII Qualification (desired).
  • Leadership and management skills, and ability to motivate employees in a high-pressurized environment.
  • Ability to influence and negotiate.
  • Great customer service skills.
  • Strong numeracy and literacy skills.
  • Organization, timekeeping, and structure are second nature.
  • Ability to multitask.
  • Competent in Microsoft applications, particularly Excel.
Behaviours:
  • Customer-focused and passionate about achieving the right customer outcomes.
  • Approachable and keen to help others.
  • Confident in presenting complex information in a clear and concise manner.
  • Sharp eye for detail and accuracy.
  • Self-motivated, proactive, and enthusiastic.
  • Teamwork makes the dream work.
  • Flexible approach to work and adopts a positive attitude, embracing, embedding, and incorporating the Company values.
  • Strive to drive business improvements to contribute to the success of the business.

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    Manchester, United Kingdom First Central Insurance Management Ltd Full time

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    Manchester, United Kingdom First Central Insurance Management Ltd Full time

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