Quality Assurance Analyst

Quality Assurance Analyst

Location:
Manchester
Salary:
Up to £33,000 depending on experience
Department:
Claims & Fraud
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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 looking for a new career with a fast-growing, dynamic company? Well look no further! We need a Quality Assurance Analyst to join our Performance team in Salford Quays, Manchester.


Providing assurance so all policies and procedures are being adhered to and that the company’s employees and suppliers are operating at the required competency, you'll ensure compliance with regulatory requirements whilst identifying improvement opportunities. You'll contribute to positive change and improvements to customer experience and suitable customer outcomes, through continuous improvements, reporting and analysis of trends.

With strong communication, presentation, influencing and persuasion skills and an ability to influence across all levels, you'll have Stakeholder engagement and management skills, including the ability to question and challenge assumptions. You'll have the ability to think creatively and develop solutions to complex business problems whilst maintaining time management and organisation skills.
 

To be successful in this role, you’ll need to have:

  • Previous experience of providing coaching to employees and or suppliers

  • Demonstrable quality assurance work environment, including risk and controls principles, focusing on customer outcomes

  • Worked in a financial services regulated environment with sound knowledge of insurance policy and claims principles

Job responsibilities:

  • Monitor and conduct deep dive analysis into trends across the business and including suppliers

  • Analyse MI to extract trends and identify developments for business and suppliers

  • Identify, analyse and implement improvement opportunities, collaborating with the business areas

  • Facilitate and manage improvement deliveries

  • Conduct thematic reviews to improve both telephony and processes within the business

  • Work close with Supplier management team to arrange and complete external supplier reviews when required

  • Work collaboratively with all teams, colleagues and supplier ensure consistency to quality assurance approach and best practice

  • Provide positive and constructive feedback to colleagues and suppliers

  • Provide monthly MI for Quality and streamline supplier MI for one overview

  • Identify and lead with continuous development of departmental processes and procedures and drive improvement to support the achievement of business objectives

  • Produce data and metrics, to provide visibility to track and evidence savings on a monthly basis

  • Identify, capture, escalate and appropriately manage risks and issues

  • Some travel involved

  • Conduct quality assurance assessments and cross validations for both internal and suppliers, within agreed timescales and as per agreed schedule

  • Achieve KPI’s and SLA’s including timely and accurate delivery of all tasks and reports

  • Building and maintaining respectful relationships with all colleagues, working closely with other departments and suppliers, supporting them as and when required

  • Liaise with the Operational Excellence Team, Learning & Development Team and Customer, Colleague and supplier insight assessors to ensure identified training and development needs are addressed successfully

  • Demonstrate the company’s values and appropriate behaviours

  • Coach others to develop and enhance their knowledge

  • Contribute to training programmes

  • Communicate and build effective relationships with key stakeholders including suppliers

  • Identify and overcome barriers to change

  • Act as an ambassador for change

  • Responsible for own personal development and knowledge management, updating 121/appraisal documentation within required timeframes

Experience & knowledge

  • Providing coaching to employees and or suppliers

  • Working in a quality assurance environment including risk and controls principles, focusing on customer outcomes

  • Problem solving and continuous improvement principles

  • Data analysis and translation of management information to tangible actions

  • Change Agent on an Operational Excellence transformation project

  • Structured Problem Solving facilitator (desired).

  • Track record of successful delivery of Continuous Improvement Activity

  • Private motor vehicle insurance industry, ideally in both policy and claims environments

  • Working in a financial services regulated environment Sound knowledge of insurance policy and claims principles

  • Comprehensive understanding of regulatory requirements and company policies

  • Strong understanding of the company’s processes, procedures, products and systems

  • Project Management skills will be beneficial

  • Influencing techniques

  • Competent with the use and design of spreadsheets, word processing and presentation software applications

  • Proven track record of use of analytical skills and the ability to summarise and problem solve complex issues

  • Strong understanding of the Company objectives and operations

What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities

  • Employee benefit packages to suit your lifestyle

  • Flexible working

  • YOUday – we give you an extra day off to celebrate a special day

  • The opportunity to take a paid day off each year to do charity work

  • A health cash plan

  • Help with travel expenses

  • The opportunity to buy additional holiday

  • Company pension scheme

  • Group life assurance

  • Enhanced maternity and paternity pay

  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

What can we do for you?
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

View more about our Benefits

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glassdoor

86% of people would recommend a friend to work at First Central

Based on 150 Glassdoor reviews (October 2021)

Benefits

View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

YOUday

We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.

Volunteering

Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.