Job Description
We are currently partnering with a Speciality Insurance Broker to recruit Quality Assurance Manager. Reporting into the Group Head of Operations, the successful candidate will be responsible for establishing and maintaining a robust quality assurance framework across our insurance operations.
Responsibilities include but are not limited to:
1. Develop and maintain a comprehensive QA framework to assess the quality and compliance of claims handling, underwriting support, and associated operational processes.
2. Perform regular file reviews, audits, and deep dives into underwriting and claims activities, ensuring adherence to regulatory standards (e.g. FCA, Lloyd’s Minimum Standards) and internal procedures.
3. Identify quality trends, operational risks, and root causes of process failures, providing data-driven insights to the Group Head of Operations and senior stakeholders.
4. Partner with teams across Claims, Broking, Underwriting Support, Compliance, and Risk to address issues, implement improvements, and promote a strong quality culture.
5. Design and deliver training and QA workshops to embed best practices and upskill operational teams.
6. Produce clear and actionable QA reporting, including dashboards, audit findings, and performance metrics.
7. Support internal and external audits, providing quality-related evidence and documentat...