QA Assessor

Please note this is a hybrid role, with 2 days a week in England, Haywards Heath or Ireland, Kells._

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Purpose of the job**

The Quality Assessor is responsible for validating claims payments over colleagues delegated authority limits, as well as reviewing and assessing customer interactions for front line colleagues in Insurance.

**Key Responsibilities**
- Promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures
- Review and capture the technical accuracy of each claim reviewed and ensure that this has been managed accurately in accordance with the policy terms and conditions and insurers prescribed wishes
- Review and capture the level of quality of outgoing payment letters
- Review and capture the accuracy of data contained within a claim file
- Carrying out regular call review/ calibrations for all colleagues in Insurance feeding back both technically and in line with Collinson Tone of Voice
- Act as a referral point to claims handlers for technical adjudications
Ensure any potential fraud indicator is identified and has been acted upon
- Provide the business with meaningful and regular reporting on QA results at an individual, team and department level

**Knowledge, skills and experience required**
- Proven experience of insurance claims and knowledge of key travel insurance products
- Experience of validating claims with attention to detail
- Ability to adjust QA assessment approach in line with variety of Underwriter and business philosophies
- Strong interpersonal skills and clear & concise communicator. Able to demonstrate delivery through people by maintaining a good team spirit and working atmosphere
- Confident and helpful telephone manner
- Prioritisation skills and ability to deliver tasks against pre-defined timeframes
- Integrity and ability to maintain confidentiality
- Forward thinking and pro-active
- Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success._
- We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients._

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.