Primary Details

Time Type: Full time

Worker Type: Employee

Quality Performance Analyst

Chelmsford or Stafford

Permanent (Hybrid)

At QBE, our purpose is to enable a more resilient future.

We are an international insurer and reinsurer with a local presence in 27 countries.

The opportunity

We're looking for an experienced Quality Performance Analyst to join our Operations Performance Improvement team on a full time, permanent basis. This role is crucial for driving the performance analysis of Operations, helping shape success through insightful reporting. You’ll work closely with key teams in Operations and Underwriting, creating and enhancing scorecards to drive impactful results.

Your new role

As a key member of the Operations Performance Improvement team, you’ll play an exciting dual role: providing vital support to the leadership team while taking charge of coordinating and resolving underwriting complaints. Your contributions will drive operational excellence and customer satisfaction in a dynamic environment.

Main responsibilities:

• Lead the coordination and resolution of underwriting complaints, ensuring internal and regulatory deadlines are met and customer satisfaction is achieved.
• Uphold the "Treating Customers Fairly" principle and follow company policies when handling complaints.
• Maintain knowledge of products, systems, and processes to provide excellent customer service.
• Participate in training and share knowledge with colleagues to enhance skills.
• Collaborate with underwriting teams to analyse complaint trends, identify root causes, and recommend corrective actions.
• Support leadership in reviewing quality data, developing performance standards, and enhancing operational efficiency.
• Develop and implement an Operations Quality Framework, working with stakeholders on performance measures and reporting.
• Serve as a quality subject matter expert, addressing policy, procedure, and performance-related questions.

About You

The ideal candidate will have great customer service experience, as this is a key focus of the role, along with a background in the insurance or financial services industry and quality assurance. A passion for delivering excellent service and ensuring customer satisfaction is essential.

Skills you'll need:

• Customer complaint resolution experience
• Experience of working to deadlines under regulatory framework.
• Methodical, logical and rational approach to problem solving.
• Effective communication skills, verbal and written
• Good knowledge of MS Office suite in particular XLS
• Excellent attention to detail

Why QBE? At My Best   

At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA.   

#LI-Hybrid

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.   

  

QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://qbeeurope.com/careers/flex-qbe/).  

  

With more than more than 13,000 people work