Location: TBC (Hybrid Working) Hybrid working is currently in place, with occasional travel between offices and client sites required.
Hours: Monday to Friday, 09:00–17:00
Reporting to: QA Manager
Job Type: Full-time
The Role
We are looking for an experienced QA Assessor to support the QA Manager in monitoring the quality of sales, customer service, complaints and claims handling. You will ensure processes meet regulatory and contractual requirements, identify areas for improvement and help deliver positive customer outcomes in line with FCA regulations and Consumer Duty expectations.
Key Responsibilities
- Conduct quality assurance reviews of sales, service, complaints and claims handling.
- Ensure compliance with FCA regulations, contractual obligations and service level agreements.
- Review claims decisions, payments and service delivery for accuracy and compliance.
- Identify trends, risks and opportunities to improve customer outcomes and business processes.
- Monitor partner and third-party administrator (TPA) performance, providing feedback and training where required.
- Maintain process documentation and support the development of quality assurance standards.
- Identify potential fraud and financial crime concerns and escalation where appropriate.
Requirements
- Significant experience in QA or quality control within the insurance or claims industry.
- Strong knowledge of FCA regulations, Consumer Duty and Treating Customers Fairly principles.
- Experience auditing claims processes, reviewing payments and monitoring service standards.
- Excellent analytical skills and strong attention to detail.
- Confident communication and interpersonal skills, with the ability to provide constructive feedback and recommendations.
- A proactive, organised approach with a focus on continuous improvement and customer service.
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QA Assessor employer: FJN Growth Solutions
As an International Benefits Consultant at our Hove office, you will thrive in a dynamic work culture that prioritises employee development and offers flexible working arrangements. We are committed to providing comprehensive training and support, ensuring you have the tools to excel in your role while fostering strong relationships with clients through expert knowledge and a consultative approach. Join us to be part of a collaborative team that values innovation and encourages personal growth, making it an excellent place for meaningful and rewarding employment.
