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Location

Cardiff | United Kingdom

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Job description

Here at IMG we are pleased to announce that we are looking for a Senior Quality Assurance Specialist working on Hybrid / Remote Basison a permanent contract working on a Full Time Basis , Monday to Friday with a competitive salary of £25,000 - £30,000. The Senior Quality Assurance Specialist will be a key member of the Global Quality & Process Improvement Team and will work closely with the Global Quality leadership to ensure the highest level of complaint, escalation and appeal handling and quality assurance in line with any client or regulatory requirements.

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind.

The Senior Quality Assurance Specialist will play a crucial role in ensuring that customer complaints, appeals or escalations received are handled promptly, accurately and efficiently, as well as support any quality & process improvement initiatives within the enterprise. They will also have day to day responsibility for managing complex or escalated complaints, regulated complaints and any other escalated issues from junior colleagues as directed by the Team leader.

The role requires a high degree of accuracy and attention to detail, good critical thinking and problem-solving skills. You will be required to help with root cause analysis for complex complaints, implement corrective and preventative actions.

The Senior QA Specialist will also be required to interact with insured members, medical providers, underwriters, regulators and other third parties by phone and email whilst ensuring outcomes are compliant with policy terms and conditions and are handled within regulatory requirements.

This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.

What does a day in the life of a Senior Quality Assurance Specialist look like:

• Assist the Quality Team Leader with complaint handling across all business regulated by FCA/ICB/DOI regulations.
• Review all complaints in line with FCA/ICB/DOI regulations, to establish the cause of the complaint, ensuring all are acknowledged, logged, and managed through to resolution.
• Complete and register all Financial Ombudsman Service (or any other regulatory body) file requests.
• Communicate with underwriters, customers, regulatory bodies internal teams regarding ongoing complaints and ensure all relevant parties are kept updated throughout.
• Review iTravel appeals and manage to resolution.
• Ability to leverage technology & customer feedback to improve customer journey.
• Recognise Vulnerable Customers and adapt to their needs.
• Department: Global Response (UK) Job Title: Senior Quality Assurance Specialist.
• Team: Global Quality Hiring Manager: Director of Global Quality & Process Improvement.
• FLSA Status: Choose an item. Reports to: Global Quality Team Leader.
• EEOC Job Classification: Choose an item. Job Class: Management.
• Complete quality checks and audits and report results to department management.
• Communicate any service delivery issues, training needs, complaints (actual or likely), to department Managers.
• Work with Operations and claims management to improve quality and performance through case reviews.
• Evaluate business processes and customer journeys, developing and implementing quality and compliance metrics and identifying opportunities to improve the quality of the service provided.
• Identify coaching /training needs and liaise with Head of Training & Quality to support training interventions.
• To carry out any other tasks for which adequate training has been provided, at short notice, as agreed with line manager or other members of the management team.
• Share feedback and recommendations with relevant managers on process and training.

What We`re Looking for:

• 3-5 years’ experience in a similar role and insurance claims handling experience.
• Minimum 3 years experience in claims handling, customer service and/or complaints handling role.
• Minimum of 5 years’ experience in an insurance or compliance environment.
• Excellent communication skills, with the ability to effectively interact with customers, team members, and senior management.
• Attention to detail and good listening skills. Can follow complex instructions.
• Good interpersonal and customer service skills (both written and spoken).
• Enthusiastic, self-motivated with a ‘can do’ attitude.
• A sound working knowledge of Microsoft Word, Outlook and Excel is a requirement.
• The ability to work under pressure as part of a close-knit team.
• Excellent organisational skills, including the ability to prioritise workload and use own initiative.

What do we offer:

• Hybrid / Remote Working
• Competitive Salary of£25,000- £30,000
• We promote internally as much as possible
• Summer and Christmas Parties
• Birthday Day Off
• Healthshield Cash Plan
• Travel Insurance
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days
• Christmas Eve Off
• Surprise events for overachieving employees - such as tickets to Beyonce etc
• Employee of the month/year awards
• 2 volunteer days a year

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.

By submitting my application, I certify that I have read and understand the applicant instructions included with this application and that the answers given by me to the foregoing questions and statements made by me are complete and true to the best of my knowledge and belief.

I understand that any false information, omissions or misrepresentations of facts called for in this application, whether on this document or not, may result in rejection of my application or discharge at any time during my employment.

I understand that this application form is intended for use in evaluating my qualifications for employment and that this application is not an offer of employment. I further understand that if hired, my employment will be considered "at-will" and that my employment may be terminated for any reason, with or without cause or notice, at any time by me or the Company and that this application is not intended to constitute a contract of continued employment.

You acknowledge that you have read and agree to the applicant instructions and attestation of this application. *

Have you ever been employed or are currently employed by International Medical Group (IMG) or any of its subsidiaries (ALC Health, Global Response)? If yes, please provide your dates of employment with IMG. If no, please respond with N/A. *

How did you learn about this position?*

If referred by an employee of IMG, please provide the name of the employee that referred you.

Do you have disability which requires any adjustments to enable you to complete the recruiting process? If yes, please explain. If no, please respond with N/A. *

Desired Salary?*

Please tell us why you think you are suitable for this role. *

Do you recognise yourself as a member of the British Armed Forces Community? If yes please provide what the nature of your affiliation is. *

Do you hold the right to work in the United Kingdom?*

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Job tags

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Salary