Quality Assurance Team Leader

**We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.**
Are you an experienced **Team Leader** with extensive **Motor Claims** knowledge? Do you have a passion for **maintaining strong relationships** with multiple stakeholders? If so we want to hear from you

We’re on the hunt for a talented **Quality Assurance Team Leader** to join our **Quality Assurance** team in our **Haywards Heath, West Sussex** office.

In this role you’ll be reporting to the Quality Assurance (QA) Manager. You’ll provide motivational direction to the Quality Assurance Assessors and make sure that the team follow procedures, carrying out their duties efficiently. You’ll also ensure the company’s products and services are accurately presented to customers at all times in accordance with all relevant regulations.

Developing the best talent means a lot to us, so you will create an atmosphere of professionalism and mutual support among employees, supporting in the delivery of the overall business plan.

**You’ll be great in this role if you have**:

- Extensive Motor Claims experience
- Previous experience leading a team
- Strong relationship management skills

**Whats Involved**
- Responsibility for the day to day management of the QA department by effective resource planning and efficient delivery of the QA service to the business
- Ensure that the team maintain accurate, appropriate and consistent records of all their tasks
- Carry out regular checks to validate and enhance existing controls
- Ensure all required internal and external (supplier) audits are completed within agreed SLA’s and management are provided with agreed action plans aimed at positively influencing productivity, quality, and customer-service standards
- Offer a competent level of technical support to the QA team and all other departments
- Support in risk mitigation and management control frameworks, highlighting any regulatory breaches to the QA Manager
- Conduct regular calibration sessions with the QA Assessors, in accordance with set objectives, ensuring the team are following Company’s policies and procedures at all times and are compliant with all relevant regulations (including TCF principles).
- Set SMART objectives for the Assessors, provide support and deliver coaching and feedback to the team to achieve agreed KPI’s and adhere to agreed SLA’s.
- Mentor and provide clear direction to QA Assessors and conduct regular performance reviews and annual appraisals, documenting all conversations as per agreed processes.
- Deal with all employee matters including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the QA Manager and HR when required.
- Assist the recruitment process and the 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 kept up to date with all changes in products, price and underwriting changes
- Document processes and procedures for the team and proactively identify improvements to these, actively promoting Continuous Improvement and encouraging the team to raise bugs
- Provide feedback on all QA activities to the QA Manager on weekly basis, assisting the Manager with updating of relevant team reports and statistics.
- Work closely with other teams and departments to ensure consistency and best practice, managing any disputes and queries. Hold monthly consistency sessions with Team Leaders from each area and evidence through meeting minutes.
- Support in managing the relationship with key suppliers and attend visits when required
- Deputise for the QA Manager in their absence
- Any other reasonable duties as required

**Your Experience**
- Experience of working within a Quality Assurance environment, preferably within the motor insurance industry and/or financial services.
- Experience of meeting targets and KPIs within a regulated environment
- Experience of supporting and supervising a team
- Proven expo A sound knowledge of insurance products and personal lines insurance
- Comprehensive understanding of regulatory requirements and company principles (including TCF) following appropriate training
- Solid understanding of the business objectives and operations
- Knowledge of FCA requirements
- Exposure in a Financial Services regulated environment

**Skills**
- Excellent communication skills, both verbal and written
- Leadership and management skills, and ability to motivate employees in a high pressurised environment
- Influencing and negotiation skills
- Problem solving skills with the ability to adopt a logical approach to resolving problems
- Great customer service skills
- Strong numeracy and literacy skills
- Good organisational skills and be able to mult