Senior Quality Assurance Assessor

Senior Quality Assurance Assessor

Haywards Heath or Manchester
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.

First Central have a fantastic opportunity in either our Salford Quays, Manchester or Haywards Heath, West Sussex office as a Senior Quality Assurance Assessor!

You'll provide assurance that all policies and procedures are being adhered to and that the company’s employees and suppliers are operating at the required competency and meeting regulatory requirements whilst identifying improvement opportunities.

Contribute to positive change and improvements to customer experience and suitable customer outcomes, through continuous improvements, reporting and analysis of trends.

Job responsibilities:

  • Conduct quality assurance assessments and cross validations as required, within agreed timescales and as per agreed schedule
  • Achieve KPI’s and SLA’s including timely and accurate delivery of all tasks and reports
  • Identify and assist with continuous development of departmental processes and procedures and drive improvement to support the achievement of business objectives
  • Supporting with external supplier reviews when required
  • Work collaboratively with all teams and colleagues, ensure consistency to quality assurance approach and best practice within the team
  • Provide positive and constructive feedback to colleagues and suppliers
  • Building and maintaining respectful relationships with all colleagues, working closely with other departments and supporting them as and when required
  • Demonstrate the company’s values and appropriate behaviours
  • Contribute to any ad hoc projects or policy updates as required
  • Responsible for own personal development and knowledge management, updating 121/appraisal documentation within required timeframes
  • Identify, analyse and implement improvement opportunities, collaborating with the business areas
  • Facilitate and manage improvement deliveries
  • Produce data and metrics, to provide visibility to track and evidence savings
  • Some travel involved
  • Identify, capture and appropriately escalate risks and issues
  • Coach and support others to develop and enhance their knowledge
  • 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
  • Contribute to training programmes
  • Work with other others across the business to share best practice and ensure consistency
  • Facilitate the generation of potential solutions to address root causes
  • Communicate and build effective relationships with key stakeholders
  • Identify and overcome barriers to change
  • Act as an ambassador for change
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
  • Any other reasonable duties

Job-specific competencies:


  • 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 service regulated environment

Skills & Qualifications

  • Strong communication, presentation, influencing and persuasion skills and an ability to influence across all levels
  • Ability to work to tight deadlines and to prioritise many conflicting and frequently changing priorities
  • The ability to think creatively and develop solutions to complex business problems
  • Stakeholder engagement and management skills, including the ability to question and challenge assumptions
  • A flexible approach to work, with the ability to accept and champion change
  • Strong computer skills with experience in MS Office, particularly Word and Excel
  • Self-motivated and able to self-direct
  • Good numeracy and literacy skills
  • Strong interpersonal skills
  • Strong Analytical and problem-solving skills
  • Clear and logical thinker
  • A demonstrated commitment to personal development
  • Good communication skills, both verbal and written
  • Good time management and organisation skills


  • Commercially focused and results driven
  • Customer focused and passionate about the achieving the right customer outcomes
  • Embrace, embed and incorporate the Company Values
  • Emphasis on attention to detail and accuracy
  • A clear, logical thinker who takes initiative to make decisions
  • Confident in presenting complex information in a clear and concise manner
  • Ensures great attention to detail and a high degree of accuracy in recording and reporting
  • Strives to drive business improvements to contribute to the success of the business
  • Self-motivated and enthusiastic
  • An organised and proactive approach
  • Ability to work on own initiative and as part of a team
  • A flexible approach and positive attitude

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.

If this job sounds like the role you're looking for, apply today!

Want to know what it’s really like to work at First Central? Take a look at our Glassdoor reviews.

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

Based on 150 Glassdoor reviews (October 2021)


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Flexible working

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


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.


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.