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Quality Performance Analyst
Apply locations: Chelmsford, United Kingdom; Stafford, United Kingdom
Time Type: Full time
Posted on: Posted Today
Job Requisition ID: 332288
Primary Details
Time Type: Full time
Worker Type: Employee
Quality Performance Analyst
Chelmsford or Stafford
Permanent (Hybrid)
At QBE, our purpose is to enable a more resilient future.
We are an international insurer and reinsurer with a local presence in 27 countries.
The opportunity
We're looking for an experienced Quality Performance Analyst to join our Operations Performance Improvement team on a full-time, permanent basis. This role is crucial for driving the performance analysis of Operations, helping shape success through insightful reporting. You’ll work closely with key teams in Operations and Underwriting, creating and enhancing scorecards to drive impactful results.
Your new role
As a key member of the Operations Performance Improvement team, you’ll play an exciting dual role: providing vital support to the leadership team while taking charge of coordinating and resolving underwriting complaints. Your contributions will drive operational excellence and customer satisfaction in a dynamic environment.
Main responsibilities:
* Lead the coordination and resolution of underwriting complaints, ensuring internal and regulatory deadlines are met and customer satisfaction is achieved.
* Uphold the "Treating Customers Fairly" principle and follow company policies when handling complaints.
* Maintain knowledge of products, systems, and processes to provide excellent customer service.
* Participate in training and share knowledge with colleagues to enhance skills.
* Collaborate with underwriting teams to analyse complaint trends, identify root causes, and recommend corrective actions.
* Support leadership in reviewing quality data, developing performance standards, and enhancing operational efficiency.
* Develop and implement an Operations Quality Framework, working with stakeholders on performance measures and reporting.
* Serve as a quality subject matter expert, addressing policy, procedure, and performance-related questions.
About You
The ideal candidate will have great customer service experience, as this is a key focus of the role, along with a background in the insurance or financial services industry and quality assurance. A passion for delivering excellent service and ensuring customer satisfaction is essential.
Skills you'll need:
* Customer complaint resolution experience
* Experience of working to deadlines under regulatory framework.
* Methodical, logical and rational approach to problem solving.
* Effective communication skills, verbal and written
* Good knowledge of MS Office suite in particular XLS
* Excellent attention to detail
Why QBE? At My Best
At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people.
QBE Awards
Some of the awards QBE is proud to have won include:
* AXCO Global Insurance Awards 2024 Winner: Network Management of the Year
* Insurance Business UK 5-Star Cyber Awards 2024: QBE rated as a 5-Star Cyber Insurer
* UK IT Industry Awards 2023 Winner: Green Technology Innovation of the Year
* Working Dads Employer Awards 2023 Winner: Parental Policies Award
* Insurance Post British Insurance Awards 2023: QBE rated as a 5-Star Employer
Inclusion of Diversity
We are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in. We are proud to have partnerships with organisations such as Stonewall and Working Families.
Accessibility
Here at QBE, we are promoting an accessible workplace for all, which includes supporting candidates to perform at their best during their recruitment process. If you require any accommodations, please make your Talent Acquisition contact aware.
What next?
If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to apply! Simply click the “apply” button to submit your CV and other relevant documents.
APPLY NOW and let’s make it happen!
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