Claims Quality Assurance Specialist
4 weeks ago
We are seeking a highly skilled Claims Quality Analyst to join our Claims Governance Team. As a Claims Quality Analyst, you will play a critical role in ensuring the quality and integrity of our claims handling processes.
Key Responsibilities- Conduct thorough quality reviews of customer contacts, calls, webchats, and administration processes to identify areas for improvement.
- Develop and maintain a consistent approach to quality monitoring, ensuring that all relevant stakeholders are aware of expectations and standards.
- Identify opportunities to enhance operational efficiency and effectiveness, and implement changes to improve overall quality.
- Work closely with operational areas and Team Leaders to understand processes and provide support as needed.
- Ensure that all deliverables, KPIs, and quality standards are met, and contribute to the overall effectiveness and value of the QA function.
- Stay up-to-date with regulatory requirements, including FCA, TCF, and Data Protection Regulations, and ensure that all claims handling processes comply with these standards.
- Develop and maintain a deep understanding of insurance legislation and its impact on claim handling processes.
- Excellent written English and report writing skills.
- Direct experience of working in customer-facing teams.
- Demonstrable investigation skills, identifying customer detriment and root causes.
- Motivated self-starter who can plan and deliver against deadlines with a track record of delivery.
- Understanding of the regulatory framework in which Haven Claims operates, with a commitment to keeping knowledge up-to-date.
- Enthusiasm and passion for quality, with a pragmatic approach.
- Independence and discretion, with the ability to maintain confidentiality.
- Excellent communication and interpersonal skills.
- Career-focused, with a willingness to work towards relevant industry qualifications.
We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.
At Acorn Insurance, we provide full training and continuous coaching in-house. You will be given full in-depth FCA-regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.
We celebrate difference and it's essential to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.
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