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Complaints and Quality Analyst
Apply locations: Chelmsford, United Kingdom; Stafford, United Kingdom Time Type: Full time Posted on: Posted 9 Days Ago Job Requisition ID: 332288 Primary Details
Complaints and Quality Analyst Chelmsford or Stafford Permanent (Hybrid) At QBE, our purpose is to
enable a more resilient future. We are an international insurer and reinsurer with a local presence in 27 countries. The opportunity
We're looking for an experienced Complaints and Quality Analyst /Quality Performance Analyst to join our Operations Performance Improvement team on a full time, permanent basis. This role is crucial for driving the performance analysis of Operations, helping shape success through insightful reporting. You’ll work closely with key teams in Operations and Underwriting, creating and enhancing scorecards to drive impactful results. Your new role
As a key member of the Operations Performance Improvement team, you’ll play an exciting dual role: providing vital support to the leadership team while taking charge of coordinating and resolving underwriting complaints. Your contributions will drive operational excellence and customer satisfaction in a dynamic environment. Main responsibilities:
Lead the coordination and resolution of underwriting complaints, ensuring internal and regulatory deadlines are met and customer satisfaction is achieved. Uphold the "Treating Customers Fairly" principle and follow company policies when handling complaints. Maintain knowledge of products, systems, and processes to provide excellent customer service. Participate in training and share knowledge with colleagues to enhance skills. Collaborate with underwriting teams to analyse complaint trends, identify root causes, and recommend corrective actions. Support leadership in reviewing quality data, developing performance standards, and enhancing operational efficiency. Develop and implement an Operations Quality Framework, working with stakeholders on performance measures and reporting. Serve as a quality subject matter expert, addressing policy, procedure, and performance-related questions. About You
The ideal candidate will have great customer service experience, as this is a key focus of the role, along with a background in the insurance or financial services industry and quality assurance. A passion for delivering excellent service and ensuring customer satisfaction is essential. Skills you'll need:
Customer complaint resolution experience Experience of working to deadlines under regulatory framework. Methodical, logical and rational approach to problem solving. Effective communication skills, verbal and written Good knowledge of MS Office suite in particular XLS Excellent attention to detail Why QBE? At My Best
At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA. What next?
If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to apply! Simply click the “apply” button to submit your CV and other relevant documents, and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role. We believe this is our moment – what if it was yours too? APPLY NOW and let’s make it happen! Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
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Apply locations: Chelmsford, United Kingdom; Stafford, United Kingdom Time Type: Full time Posted on: Posted 9 Days Ago Job Requisition ID: 332288 Primary Details
Complaints and Quality Analyst Chelmsford or Stafford Permanent (Hybrid) At QBE, our purpose is to
enable a more resilient future. We are an international insurer and reinsurer with a local presence in 27 countries. The opportunity
We're looking for an experienced Complaints and Quality Analyst /Quality Performance Analyst to join our Operations Performance Improvement team on a full time, permanent basis. This role is crucial for driving the performance analysis of Operations, helping shape success through insightful reporting. You’ll work closely with key teams in Operations and Underwriting, creating and enhancing scorecards to drive impactful results. Your new role
As a key member of the Operations Performance Improvement team, you’ll play an exciting dual role: providing vital support to the leadership team while taking charge of coordinating and resolving underwriting complaints. Your contributions will drive operational excellence and customer satisfaction in a dynamic environment. Main responsibilities:
Lead the coordination and resolution of underwriting complaints, ensuring internal and regulatory deadlines are met and customer satisfaction is achieved. Uphold the "Treating Customers Fairly" principle and follow company policies when handling complaints. Maintain knowledge of products, systems, and processes to provide excellent customer service. Participate in training and share knowledge with colleagues to enhance skills. Collaborate with underwriting teams to analyse complaint trends, identify root causes, and recommend corrective actions. Support leadership in reviewing quality data, developing performance standards, and enhancing operational efficiency. Develop and implement an Operations Quality Framework, working with stakeholders on performance measures and reporting. Serve as a quality subject matter expert, addressing policy, procedure, and performance-related questions. About You
The ideal candidate will have great customer service experience, as this is a key focus of the role, along with a background in the insurance or financial services industry and quality assurance. A passion for delivering excellent service and ensuring customer satisfaction is essential. Skills you'll need:
Customer complaint resolution experience Experience of working to deadlines under regulatory framework. Methodical, logical and rational approach to problem solving. Effective communication skills, verbal and written Good knowledge of MS Office suite in particular XLS Excellent attention to detail Why QBE? At My Best
At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA. What next?
If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to apply! Simply click the “apply” button to submit your CV and other relevant documents, and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role. We believe this is our moment – what if it was yours too? APPLY NOW and let’s make it happen! Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
#J-18808-Ljbffr
