Claims Quality Assurance Specialist

2 weeks ago

Liverpool, Liverpool, United Kingdom Acorn Insurance Ltd Full time £25,876

Position Overview:

As a Claims Quality Assurance Specialist, you will play a crucial role in our Governance Team, focusing on the assessment and enhancement of customer interactions and claims processes. This position is integral to ensuring compliance with regulatory standards and fostering a culture of excellence within our organization.

Your primary responsibilities will include collaborating with the Claims Audit Lead and other team members to conduct thorough quality assurance reviews. You will utilize our Quality Management System to provide valuable insights that help mitigate risks and enhance operational effectiveness.


Key Responsibilities:
• Conduct detailed and insightful quality assurance evaluations on various customer interactions, including calls and web chats.
• Ensure a consistent approach to quality monitoring across all customer touchpoints.
• Identify and recommend improvements to operational processes to drive efficiency.
• Accurately assess oversight volumes and pinpoint root causes of issues.

• Build and maintain strong collaborative relationships with operational teams and Team Leaders to gain a comprehensive understanding of processes.

• Take ownership of meeting performance targets, KPIs, and quality benchmarks.
• Contribute to the enhancement of the QA function by proposing innovative solutions.
• Adhere to all relevant regulatory requirements, including FCA and Data Protection Regulations.
• Stay informed about industry legislation and its impact on claims handling.
• Undertake additional tasks and projects as directed by management.

Qualifications:
• Exceptional written communication and report writing skills.
• Proven experience in customer-facing roles.
• Strong investigative skills with the ability to identify customer detriment and root causes.
• Self-motivated individual with a proven track record of meeting deadlines.
• Understanding of the regulatory landscape within which Acorn Insurance operates, with a commitment to ongoing learning.
• Passion for quality assurance, balanced with a practical approach.
• Ability to maintain confidentiality and exercise discretion regarding colleague performance.
• Excellent interpersonal and communication skills.
• Career-oriented, with a willingness to pursue relevant industry qualifications.

About Acorn Insurance Ltd: We are a dynamic and expanding organization dedicated to providing exceptional service in the financial services sector. With over 40 years of experience in the insurance industry, we pride ourselves on our ability to meet the diverse needs of our customers.

At Acorn Insurance, we are committed to fostering a supportive and inclusive workplace culture where every employee feels valued and respected. We offer comprehensive training and continuous professional development opportunities to help you advance your career.

Employee Benefits:
• Generous annual leave starting at 31 days, increasing with service.
• Additional options for buying and selling holidays.
• Company sick pay scheme.
• Paid maternity and paternity leave.
• Competitive pension scheme.
• Discounts and vouchers for high street shopping.
• Cycle to work scheme and contributions towards eye care.
• Access to mental health support and counseling services.
• Opportunities for employee engagement and community involvement.

All positions are subject to standard background checks, and any offers will be contingent upon satisfactory completion of these checks.

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