Quality Assurance Team Leader

4 weeks ago

Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

We're First Central Insurance & Technology Group, an innovative insurance company. We protect what customers love, so they can focus on what matters.

Data drives us. It fuels our distribution, finance, technology, and legal services. Our underwriting skills rely on data expertise, providing the right cover at the right price.

As our Quality Assurance (QA) Team Lead, you'll play a crucial role in our quality journey. Reporting to the QA Manager, you'll motivate colleagues, suppliers, and QA Coordinators. Your mission is to ensure the team follows procedures and completes tasks efficiently.

We're all about people, so you'll ensure our products and services are accurately presented to customers, adhering to relevant regulations.

You'll create a professional atmosphere among employees, supporting the delivery of our business plan.

Key responsibilities:

  • Manage the QA department, planning resources and delivering the QA service efficiently.
  • Develop and maintain relationships with key suppliers, attending visits when required.
  • Ensure accurate, consistent records of tasks, validating and enhancing existing controls.
  • Complete internal and external audits within agreed SLAs, providing management with action plans to improve productivity, quality, and customer service.
  • Offer technical support to the QA team and other departments.
  • Support risk mitigation and management control frameworks, highlighting regulatory breaches to the QA Manager.
  • Conduct calibration sessions with QA Coordinators, ensuring they follow company policies and procedures.
  • Set SMART objectives, provide coaching, and deliver feedback to achieve agreed KPIs and SLAs.
  • Mentor and direct QA Coordinators, conducting regular performance reviews and annual appraisals.
  • Deal with employee matters, including absence, disciplinary processes, and resolving issues with HR support.
  • Assist recruitment and training of new team members or re-training current employees.
  • Provide feedback on company performance, ensuring the team is informed about product, price, and underwriting changes.
  • Document processes and procedures, identifying improvements and promoting Continuous Improvement.
  • Provide weekly feedback to the QA Manager, assisting with team reports and statistics.
  • Work with other teams and departments to ensure consistency and best practice, managing disputes and queries.
  • Deputise for the QA Manager in their absence.

Requirements:

  • Experience in Quality Assurance, preferably in the motor insurance industry.
  • Meeting targets and KPIs in a regulated environment.
  • Supporting and supervising a team.
  • A sound knowledge of insurance products and personal lines insurance.
  • Comprehensive understanding of regulatory requirements and company principles.
  • Solid understanding of business objectives and operations.
  • Knowledge of FCA requirements.
  • Proven exposure in a Financial Services regulated environment.

Skills and Qualifications:

  • Strong communication skills, both verbal and written.
  • Leadership and management skills, motivating employees in a high-pressure environment.
  • Influencing and negotiation skills.
  • Strong analytical and problem-solving skills, identifying root causes and solutions.
  • Great customer service skills.
  • Strong numeracy and literacy skills.
  • Good organisational skills and ability to multitask.
  • Proficiency in Microsoft Office, particularly Excel.

Behaviours:

  • Customer-focused and passionate about achieving the right customer outcomes.
  • Self-motivated and enthusiastic.
  • Demonstrate, embrace, embed, and promote the Company Values.
  • Organised, agile, and proactive approach, taking initiative to make decisions.
  • Flexible approach to work, adopting a positive attitude and being approachable and keen to help others.
  • Confident in presenting complex information in a clear and concise manner.
  • Sharp eye for detail and accuracy.

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