Quality Assurance Technical Lead

1 month 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.
  • 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.
  • 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.
  • 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 on trends and actions.
  • Collaborate with key stakeholders to define requirements and objectives for thematic reviews, ensuring alignment with business goals, consumer duty initiatives, and regulatory requirements.
  • Prepare and deliver comprehensive reporting and presentations for key stakeholders, incorporating insights from auto QA, conversational analytics, thematic reviews, and drive improvements through MI.
Requirements:
  • Strong technical expertise in claims and retail.
  • Experience working with conversational analytics platforms.
  • 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.
  • Ability to positively influence, collaborate, and communicate with various stakeholders.
  • Leadership and management skills, with the ability to motivate employees in a high-pressure environment.
  • Strong analytical and problem-solving skills, with the ability to adopt a logical approach to resolving problems.
What We Offer:
  • Salary of up to £55,000, depending on experience.
  • Monday to Friday, no weekends.
  • Hybrid working: 4 days from home and 1 day in the office after training.
  • Fully supportive team throughout.
  • £100 off your car insurance.
  • 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.

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    Manchester, United Kingdom First Central Insurance Management Ltd Full time

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