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For Companies At a Glance
- Tasks: Manage and resolve complaints while ensuring top-notch service quality.
- Company: Join IMG, a leading global medical insurance provider.
- Benefits: Competitive salary, hybrid work, 22 days holiday, and career development support.
- Why this job: Make a real impact on customer experiences in a mission-driven organisation.
- Qualifications: 3+ years in regulated insurance, strong communication, and analytical skills.
- Other info: Diverse team with opportunities for recognition and growth.
The predicted salary is between 30000 - 33000 ÂŁ per year.
Salary: £30,000 – £33,000 + 2% performance-based bonus
Location: Hybrid or Fully Remote
Hours: 37.5 hours per week (Monday–Friday, between 08:00–20:00)
About IMG
As one of the world’s leading International Medical Insurance providers, IMG supports individuals and organisations of all sizes across the globe. Every second of every day, our products deliver Global Peace of Mind® to people travelling, living, or working internationally—whether for a short trip or a long-term adventure. At IMG, quality, fairness, and customer trust sit at the heart of everything we do.
About the Role
We’re seeking an experienced and motivated Global Quality Assurance Specialist to join our Global Quality & Process Improvement Team. In this role, you’ll work closely with Global Quality Leadership to ensure the highest standards of complaint, appeal, and escalation handling across the business—meeting all client, policy, and regulatory requirements. You’ll take ownership of complex and regulated complaints, support enterprise-wide quality and process improvement initiatives, and play a key role in shaping how we deliver outstanding service to our customers worldwide. If you enjoy working in a regulated environment, thrive on problem-solving, and want to make a meaningful impact on customer outcomes, this could be the perfect next step in your career.
What You’ll Be Doing
- Manage and resolve complaints across the business, including FCA, ICB, and DOI regulated cases
- Review, log, acknowledge, and resolve complaints in line with regulatory standards
- Handle complex, escalated, and regulated complaints, escalating appropriately to Global Quality Leadership
- Prepare and submit Financial Ombudsman Service (FOS) and other regulatory file requests
- Review appeals and complaint escalations through to resolution
- Conduct quality checks, audits, and case reviews, reporting insights and trends to leadership
- Collaborate with Operations and Claims teams to drive service quality and performance improvements
- Use customer feedback and technology to enhance customer journeys
- Communicate service delivery issues, training needs, and emerging risks to the Global Quality Team Leader
- Support the development of quality, compliance, and performance metrics
- Share insights and recommendations to improve processes and training across the enterprise
Who You Are
Essential Experience & Skills
- Minimum 3 years’ experience in a regulated insurance environment (claims, complaints, or customer service)
- Excellent written and verbal communication skills
- Strong analytical mindset with the ability to identify trends and drive data-led decisions
- High attention to detail and ability to follow complex instructions
- Confident, customer-focused communicator with strong interpersonal skills
- Self-motivated, enthusiastic, and proactive with a “can-do” attitude
- Strong organisational skills with the ability to prioritise and perform under pressure
- Working knowledge of Microsoft Word, Outlook, and Excel
Desirable Experience
- Complaints handling experience in a regulated environment
- Exposure to appeals, complex case reviews, or quality auditing
- Claims adjustment experience
- Knowledge of medical coding (ICD-10, CPT)
- Understanding of regulatory requirements such as GDPR, HIPAA, Consumer Duty, Treating Customers Fairly
- Experience supporting vulnerable customers and adapting communication to their needs
Why Join IMG?
- Competitive salary of £30,000 – £33,000, plus performance bonus
- Hybrid or fully remote working options
- 22 days holiday plus 8 bank holidays (increasing up to 30 days)
- Birthday and Christmas Eve off
- Career development support and employee recognition awards
- Summer and holiday parties, plus surprise perks such as concert tickets
- A diverse, inclusive, and globally connected team
- The opportunity to influence quality, shape processes, and drive meaningful change
Ready to Build Something Extraordinary? This is your opportunity to help shape global quality standards, improve customer experiences, and make a real impact in a mission-driven organisation that values innovation, collaboration, and bold thinking. Apply now and take the next step in your career with IMG.
IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
Quality Assurance Specialist in Redhill employer: International Medical Group
Contact Detail:
International Medical Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Specialist in Redhill
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend webinars, and join relevant groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to quality assurance. Think about how your experience aligns with the role at IMG and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation and reiterate your interest in the position. It keeps you fresh in their minds!
✨Tip Number 4
Apply through our website for the best chance! We love seeing candidates who take the initiative to connect directly with us. Plus, it shows you're genuinely interested in being part of the IMG team.
We think you need these skills to ace Quality Assurance Specialist in Redhill
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in a regulated insurance environment. We want to see how your skills align with the role of Global Quality Assurance Specialist, so don’t hold back!
Show Off Your Communication Skills: Since this role requires excellent written and verbal communication, use your application to demonstrate these skills. Keep it clear, concise, and professional—this is your chance to shine!
Highlight Your Analytical Mindset: We’re looking for someone who can identify trends and drive data-led decisions. Include examples from your past experiences where you’ve successfully used data to improve processes or resolve complaints.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at IMG.
How to prepare for a job interview at International Medical Group
✨Know Your Regulations
Familiarise yourself with the regulatory standards relevant to the role, such as FCA and GDPR. Being able to discuss these regulations confidently will show that you understand the importance of compliance in quality assurance.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully managed complex complaints or escalated issues. Highlighting your analytical mindset and ability to drive data-led decisions will impress the interviewers.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role requires excellent written and verbal communication skills, consider doing mock interviews to refine your delivery and ensure you can convey your ideas effectively.
✨Demonstrate Customer Focus
Be ready to discuss how you've adapted your communication style to meet the needs of different customers, especially vulnerable ones. Showing that you prioritise customer trust and satisfaction will align well with IMG's values.
