QA Team Leader
3 weeks ago
About the Role:
First Central Insurance Management Ltd is looking for a Quality Assurance Team Leader to join our team. As a key member of our QA department, you will be responsible for ensuring the highest quality standards in our products and services.
Key Responsibilities:
- Manage the day-to-day activities of the QA team, ensuring efficient delivery of the QA service to the business.
- Develop and maintain relationships with key suppliers, attending visits as required.
- Ensure the team maintains accurate and consistent records of all tasks, conducting regular checks to validate and enhance existing controls.
- Coordinate internal and external audits, providing management with agreed action plans to positively influence productivity, quality, and customer-service standards.
- 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, and are compliant with relevant regulations.
- Set SMART objectives for Coordinators, providing coaching and feedback to achieve agreed KPIs and SLAs.
- Mentor and provide direction to QA Coordinators, conducting regular performance reviews and annual appraisals.
- Deal with employee matters, monitoring absence, supporting the disciplinary process, and resolving employee issues with the QA Manager and HR when required.
- Assist the recruitment process and training of new team members, or re-training of current employees when required.
- Provide the team with feedback on company performance and ensure they are up-to-date with changes in products, prices, and underwriting.
- Document processes and procedures for the team, proactively identifying improvements and promoting Continuous Improvement.
- Provide feedback on QA activities to the QA Manager, assisting with updating team reports and statistics.
- Work closely 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 working within a Quality Assurance environment, preferably in the motor insurance industry.
- Experience meeting targets and KPIs in a regulated environment.
- Experience supporting and supervising a team.
- Solid understanding of insurance products and personal lines insurance.
- Comprehensive understanding of regulatory requirements and company principles.
- Strong analytical and problem-solving skills, ability to identify root causes and solutions.
- Great customer service skills.
- Strong numeracy and literacy skills.
- Good organisational skills and ability to multitask.
About Us:
First Central Insurance Management Ltd is an innovative, market-leading insurance company. We protect the things our customers love, so they can get on with what matters in life. Data drives us, and our outstanding distribution, finance, technology, and legal services are built on data expertise.
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