Quality Assurance Technical Lead

5 days ago

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

About the Role


We are seeking a Quality Assurance Technical Lead to join our team at First Central Insurance Management Ltd. This is an exciting opportunity to drive process excellence and ensure the quality and efficiency of our processes.


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.
  • Lead technical quality assurance processes and risk management strategies to ensure compliance with regulatory requirements.
  • Prepare comprehensive reports on QA performance, trends, and insights for management review and decision-making.
  • Collaborate with stakeholders to define requirements and objectives for thematic reviews, ensuring alignment with business goals, consumer duty initiatives, and regulatory requirements.
  • Develop and refine QA procedures and protocols with Procedural Analysts.
  • Train team members on QA best practices and new technologies with Technical Coaches.

Requirements



  • Strong technical expertise in claims and retail.
  • Experience working with conversational analytics platforms.
  • Ability to positively influence, collaborate, and communicate with various stakeholders.
  • Leadership and management skills, with the ability to motivate employees in a high-pressurized environment.
  • Strong analytical and problem-solving skills, with the ability to adopt a logical approach to resolving problems.
  • ACII Qualification (desired).

About Us


First Central Insurance Management Ltd is an innovative, market-leading insurance company that protects the things customers love so they can get on with what matters to them in life. We're passionate about our colleagues and know the best people deserve an extraordinary working environment.


What We Offer



  • A competitive salary of up to £55,000, depending on experience.
  • A hybrid working arrangement, with 4 days from home and 1 day in the office after training.
  • A fun, vibrant, and busy place to work.
  • 25 days holiday plus 8 bank holidays and an extra 'You' day off for important occasions or just a day for you.
  • A comprehensive benefits package, including a fully supportive team and opportunities for professional development.

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