QA Assessor

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 escalate 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.