Quality Assurance Technical Lead

Location:
Haywards Heath or Manchester
Salary:
Up to £55,000 - depending on expereince
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.   

Are you ready to take the lead in quality assurance? We are seeking new Quality Assurance Technical Lead to join our lively team. As a QA Technical Lead you’ll be the driving force behind process excellence.

So what will a QA Technical Leader do? You’ll be responsible for ensuring the quality and efficiency of processes by diving into the fascinating world of conversational analytics, auto QA, and thematic review methodologies. Encompassing drive of consumer duty initiatives, collaborate with both internal and external stakeholders and craft reports. You’ll also be responsible for leading a dedicated team to deliver key insights, highlight emerging trends and make recommendations to improve overall process efficiency.

Do you thrive to ensure the best customer service and outcome is given? This could be you!

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

  • Have worked in speech analytics
  • Strong technical expertise in claims and retail
  • Experience in project management

Here’s a glimpse of what we can offer:

  • Salary of up to £55,000, 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 support the implementation of conversational analytics tools to gather insights into customer interactions and identify areas for improvement.
  • You’ll lead the development auto QA processes testing the accuracy and efficiency of the tools ability to analyse large volumes of data to surface key insights.
  • You’ll lead on technical quality assurance processes and risk management strategies, leveraging input from 1st Line Risk and the Procedural Analysts to ensure compliance with regulatory requirements and drive further improvements in risk mitigation efforts.
  • You’ll prepare comprehensive reports on QA performance, trends, and insights for management review and decision-making.
  • You’ll proactively identify and address risks, document processes and promote continuous improvement within the QA department, the wider business and supplier network collaborating with Technical Coaches and key internal and external stakeholders to improve operational effectiveness.
  • You’ll conduct regular audits and quality checks to validate the effectiveness and reliability of conversational analytics and auto QA outputs.
  • You’ll build and maintain strong relationships with key stakeholders across the organisation and supplier network providing regular feedback to internal and external stakeholders on trends and actions whilst collaborating with the Technical Coaches to ensure consistency and best practices.
  • You’ll collaborate with key stakeholders both internally and externally, to define requirements and objectives for thematic reviews, ensuring alignment with business goals, consumer duty initiatives and regulatory requirements. Ensuring direct reports also adopt this approach.
  • You’ll prepare and deliver comprehensive reporting and presentations for key stakeholders, incorporating insights from auto QA, conversational analytics, thematic reviews and drive improvements through MI. Making recommendations for driving business outcomes.
  • You’ll work closely with Procedural Analysts to develop and refine QA procedures and protocols.
  • You’ll collaborate with Technical Coaches to train team members on QA best practices and new technologies.
  • You’ll provide training and support to QA seniors and analysts to enhance their capabilities in auto QA, conversational analytics, and data analysis, driving further improvements in skills and proficiency and provide technical support across departments and assist in risk mitigation, flagging regulatory breaches to the relevant bodies.
  • You’ll deal with all employee matters in a timely manner, including but not limited to monitoring absence, supporting the disciplinary process, and resolving employee issues with support from their reporting line and HR when required.
  • You’ll assist in recruitment and training processes, ensuring the team is kept informed of company changes.
  • You’ll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
  • Any other reasonable duties

Experience & Knowledge

  • You’ve strong technical expertise in claims and retail
  • You’ve experience of working with a conversational analytics platform
  • You’ve experience automating QA processes
  • You’ve experience scoping thematic reviews
  • You’ve experience in leakage and reserving
  • You’ve a sound knowledge of insurance products and personal lines insurance
  • You’ve a comprehensive understanding of regulatory requirements and company principles (including Consumer Duty) following appropriate training
  • You’ve a solid understanding of the business objectives and operations
  • You’ve knowledge of FCA requirements
  • You’ve experience of working within a Quality Assurance environment, preferably within the motor/home insurance industry and/or financial services.
  • You’ve experience of meeting targets and KPIs within a regulated environment
  • You’ve experience of supporting and supervising a technical team
  • You’ve proven exposure in a Financial Services regulated environment

Skills & Qualifications

  • You’ve got strong analytical and problem-solving skills with the ability to adopt a logical approach to resolving problems
  • You’ll be a great communicator, both verbal and written
  • You’ve the ability to positively influence, collaborate and communicate with various stakeholders
  • ACII Qualification (desired).
  • You’ve got leadership and management skills, and have ability to motivate employees in a high pressurised environment. You’re the spark that keeps the team going.
  • You’ve got the skills to influence and negotiate
  • You’ve got great customer service skills. After all our customers are key!
  • You’ve got strong numeracy and literacy skills
  • Organisation, timekeeping and structure are second nature to you
  • You’ve the ability to multitask
  • You’re not fazed by computers and software. Competent in Microsoft applications, particularly 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 approachable and keen to help others
  • You’re confident in presenting complex information in a clear and concise manner. You’ve got this!
  • You’ve got a sharp eye for detail and accuracy
  • You’re self-motivated, proactive and enthusiastic
  • Teamwork makes the dream work! You’ve the ability to work on own initiative and as part of a team
  • You’ve a flexible approach to work and adopts a positive attitude, embracing, embedding and incorporating the Company values
  • You’ll strive to drive business improvements to contribute to the success of the business

So, what are you waiting for? 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.

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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