Quality Assurance Team Leader

Location:
Haywards Heath or Manchester
Salary:
From £33,000 - depending on experience
Department:
Customer & Operations
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We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.   

Is Quality Assurance your ‘thing’? Are you passionate about precision? As our Quality Assurance (QA) Team Leader, you’ll play a crucial role in our quality journey. Reporting to the QA Manager, you’ll provide motivational direction colleagues, suppliers, and our dedicated QA Coordinators. Your mission? Ensuring the team follow procedures and carry out their duties efficiently. We’re all about people, so you’ll also make sure the company’s products and services are accurately presented to customers at all times in accordance with all relevant regulations.

We’re all in this together, but as a QA Team Leader you’ll create an atmosphere of professionalism and mutual support among employees, and support in the delivery of the overall business plan.

Looking for a new challenge, this could be the role for you!

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

  • Stakeholder management experience
  • Team Leader experience
  • A detail-orientated mindset
  • Motor and/or home insurance experience (from point of sale to claim)

Here’s a glimpse of what we can offer:

  • Generous starting salary of £33,000, depending on experience
  • Monday to Friday, no weekends!
  • Hybrid working: 4 days from home and 1 day in the office after training
  • Fully supportive team throughout
  • £100 off your car insurance
  • A fun, vibrant and busy place to work
  • 25 days holiday plus 8 bank holidays and an extra 'You' day off for important occasions or just a day for you!

What's Involved:

  • You’ll be responsible for the day to day management of the QA department by effective resource planning and efficient delivery of the QA service to the business.
  • You’ll manage the relationship with key suppliers and attend visits when required.
  • You’ll ensure that the team maintain accurate, appropriate and consistent records of all their tasks. Carry out regular checks to validate and enhance existing controls.
  • You’ll 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.
  • You’ll offer a competent level of technical support to the QA team and all other departments.
  • You’ll support in risk mitigation and management control frameworks, highlighting any regulatory breaches to the QA Manager.
  • You’ll conduct regular calibration sessions with the QA Co-ordinators, 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 Consumer Duty principles).
  • You’ll set SMART objectives for the Co-ordinators, provide support and deliver coaching and feedback to the team to achieve agreed KPI’s and adhere to agreed SLA’s.
  • You’ll mentor and provide clear direction to QA Co-ordinators and conduct regular performance reviews and annual appraisals, documenting all conversations as per agreed processes.
  • You’ll 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.
  • You’ll assist the recruitment process and the training of new team members, or re-training of current employees when required.
  • You’ll 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
  • You’ll document processes and procedures for the team and proactively identify improvements to these, actively promoting Continuous Improvement and encouraging the team to raise bugs, when their eagle eye identifies them!
  • You’ll provide feedback on all QA activities to the QA Manager on weekly basis, assisting the Manager with updating of relevant team reports and statistics.
  • You’ll 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. Teamwork, teamwork, teamwork!
  • You’ll deputise for the QA Manager in their absence and hold the fort.
  • You’ll demonstrate the company’s values and appropriate behaviours at all times

Experience & Knowledge

  • Experience of working within a Quality Assurance environment, preferably within the motor insurance industry.
  • Experience of meeting targets and KPIs within a regulated environment
  • Experience of supporting and supervising a team
  • A sound knowledge of insurance products and personal lines insurance
  • Comprehensive understanding of regulatory requirements and company principles (including Consumer Duty) following appropriate training
  • Solid understanding of the business objectives and operations
  • Knowledge of FCA requirements
  • Proven exposure in a Financial Services regulated environment

Skills & Qualifications

  • You’ll be a great communicator, both verbal and written
  • Leadership and management skills, and ability to motivate employees in a high pressurised environment
  • Influencing and negotiation skills
  • You’ve got strong analytical and problem-solving skills, ability to identify root causes and solutions
  • Great customer service skills
  • Strong numeracy and literacy skills
  • Good organisational skills and be able to multitask
  • You’re not fazed by computers and software. Strong IT skills within Microsoft office, particularly in Excel

Behaviours

  • You’re customer focused and passionate about achieving the right customer outcomes. After all people are at the heart of everything we do!
  • You’re self-motivated and enthusiastic
  • Demonstrate, embrace, embed and promote the Company Values
  • You’ve an organised, agile and proactive approach Takes initiative to make decisions
  • You’ve a flexible approach to work and adopts a positive attitude Approachable and keen to help others
  • Confident in presenting complex information in a clear and concise manner
  • You’ve got a sharp eye for detail and accuracy

Fancy a change? Why wait, apply today!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

Apply for this job

glassdoor

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

Based on 164 Glassdoor reviews (March 2022)

Benefits

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Simply Health Cash Plan

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe

Volunteering

We’re passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We’re flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you