Claims Quality Assurance Analyst

Job Type:

Permanent

Build a brilliant future with Hiscox

About Hiscox UK

Hiscox UK is a leading brand in the insurance market, recognised as setting the standards which others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting only the very best and empowering them to deliver. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.

The Role

Do you believe continuous feedback is the foundation for improvement? Do you have a passion for ensuring customers get the best possible service? Do you have experience of handling or auditing claims? If so joining our new created Technical Excellence Team could be just for you

The role will report into the Claims Technical Excellence Manager and will play a key part in building a market leading 1st line control environment that provides true value to the function and helps ensure our customers and clients are receiving a market leading claims service.

Day to day the role will involve completing peer reviews, 2nd line reviews and undertaking deep dive review in agreed areas within the claims function to ensure high standards are consistently applied and support the continuous development of our staff.

What will the role involve?

• Peer review (quality checking) oversight –support the Claims Technical Excellence Manager with overseeing the completion of the monthly peer review programme and relevant activities (e.g. sampling, issue logging, feedback to the business and timely completion by LOB staff)
• Peer review completion – carry out peer reviews (including file and call reviews) and provide constructive feedback to CUWs.
• Quality checking oversight – Undertake 2nd Reviews to ensure the competency and accuracy of front line QC checking and management of issues arising from the reviews.
• Report production - Support the production and quality of management information and reporting on a monthly basis.
• QA oversight session – Support the running of monthly sessions with Heads of Claims and Claims Managers to provide constructive feedback on performance.
• Targeted deep dives – Support the development and completion of audit activities related to planned deep dive activities as directed by the Technical Claims Excellence Manager.
• Find and fix – Work with Operations, MI and business stakeholders to assist with the development and resolution of key systemic issues being driven by ineffective systems, lack of reporting oversight or poor processes.
• Support the development of training plans – Based on findings from QC and QCO influence the direction of future training plans for CUWs.

Our must haves

• 2+ years of claims experience ideally covering at least one of these key lines of business, but ideally all three – Property, Casualty and Speciality
• Professional qualification (Solicitor, CILex, ACII or CILA)
• Experience of completing or the process for peer reviews and auditing against relevant questions sets and standards.
• QA and/or quality management techniques and standards, along with experience of acting as an independent reviewer/tester
• Excellent communication skill with the ability to manage difficult messaging to key stakeholders regarding performance.
• Strong influencing and negotiating skills, with ability to interact with more senior staff as required.
• Able to effectively navigate difficult issues through adaptation of style and approach
• Strong report writing skills, able to clearly explain failure points and improvement opportunities
• Problem solver with a desire to improve key processes.

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we're committed to diversity and creating a truly inclusive culture, which we believe drives success. We also know that working life doesn't always have to in the office, and as long as it's safe to do so, we will be operating a hybrid way of working to encourage a healthy work life balance, with up to 1-2 days in the office per week.

Work with amazing people and be part of a unique culture