Quality and Complaints Analyst in Stafford

• Overview
• Primary Details
• Time Type: Full time | Worker Type: Employee

Provide support to the Quality Performance Team Lead to monitor, manage, and improve quality, underwriting complaints, and compliance across QBE Operations.

This role is critical to ensuring complaints handling and regulatory processes are delivered effectively, with clear performance oversight and a focus on continuous improvement.

This role is a hybrid role based in either Stafford or Chelmsford.

Responsibilities

• Support the Operations Performance Improvement team in delivering insight and enhancements across operations.
• Manage underwriting complaints end-to-end, including inbox oversight, case coordination, and stakeholder engagement (Underwriters, Coverholders, Lloyd’s and customers), ensuring responses are delivered accurately and within regulatory deadlines.
• Deliver accurate and timely Employer’s Liability Tracing Office submissions, reporting, and compliance activities.
• Proactively monitor exceptions, investigate issues, and ensure resolutions are delivered within agreed timeframes.
• Produce and manage Lloyd’s syndicate protocol reporting, ensuring consistency, accuracy, and adherence to deadlines.
• Coordinate Delegated Underwriting Authority High Conduct Risk reporting, including inbox management and tracking outstanding returns.
• Support audit preparation and investigate ad-hoc data queries, maintaining high levels of accuracy and attention to detail.
• Maintain and enhance key operating documents and processes to ensure clarity, consistency, and control.
• Contribute to project activity and support the implementation of improved quality control processes across Operations.

About you

• Experience in operations, quality, complaints, or risk within an insurance environment.
• Strong Excel skills, with confidence working with data sets and producing reports (pivot tables and formulas desirable).
• Highly organised with the ability to manage multiple priorities and deliver to tight deadlines.
• Excellent communication skills, both written and verbal, with the ability to engage effectively with a range of stakeholders.
• Comfortable working across detail-heavy processes while maintaining accuracy and attention to detail.
• Proactive and solutions-focused, with a strong sense of ownership and drive to improve processes and outcomes.
• QBE Benefits

You are more than your work – and QBE is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally.

We offer an extensive choice of other options to suit you!

Skills

• Communication
• Complaint Management
• Critical Thinking
• Data Entry
• Intentional collaboration
• Managing performance
• Microsoft Applications
• Operational Efficiency
• Operations Management
• Process Improvements
• Professional Development
• Report Writing
• Risk Management
• Stakeholder Management
• Workload Management
• Application

Application Close Date

How to Apply

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions.

Our product portfolio includes property, motor, crop, energy, marine and aviation.

We employ a team of around 13,000 people in 26 countries around the world.

Learn more about QBE Careers today.

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