Senior Quality Assurance Assessor

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.   

Are you ready to make a difference and shake things up a bit? Join us as our Policy & Procedure Guru on a fixed term contract for 12 months! We're looking for someone who can keep us on the straight and narrow while spotting opportunities for improvement.

You’ll be ensuring colleagues and suppliers are sticking to and meeting all the necessary standards. You’ll contribute to positive changes and improvements to enhance our customer experience and making sure we deliver the best outcomes.

Through analysis and reporting, you'll help us stay ahead of the game and drive continuous improvements. Ready to take on the challenge? Let’s do this!

You’ll be great in this role if you have: 

• Attention to detail
• Good stakeholder management and communication skills
• Excellent process improvement knowledge

Here’s a glimpse of what we can offer:

• Salary of £35,000 to £40,000, depending on experience
• Monday to Friday, no weekends!
• Hybrid working: 4 days from home and 1 day in the office after training
• Fully supportive team throughout
• £100 off your car insurance
• A fun, vibrant and busy place to work
• 25 days holiday plus 8 bank holidays and an extra 'You' day off for important occasions or just a day for you!

What’s involved:

• You’ll conduct quality assurance assessments and cross validations as required, within agreed timescales and as per agreed schedule
• You’ll achieve KPI’s and SLA’s including timely and accurate delivery of all tasks and reports
• You’ll identify and assist with continuous development of departmental processes and procedures and drive improvement to support the achievement of business objectives
• You’ll be supporting with external supplier reviews when required
• You’ll work collaboratively with all teams and colleagues, ensure consistency to quality assurance approach and best practice within the team
• You’ll provide positive and constructive feedback to colleagues and suppliers
• You’ll be building and maintaining respectful relationships with all colleagues, working closely with other departments and supporting them as and when required
• You’ll demonstrate the company’s values and appropriate behaviours
• You’ll contribute to any ad hoc projects or policy updates as required
• You’ll be responsible for own personal development and knowledge management, updating 121/appraisal documentation within required timeframes
• You’ll identify, analyse and implement improvement opportunities, collaborating with the business areas
• You’ll facilitate and manage improvement deliveries
• You’ll produce data and metrics, to provide visibility to track and evidence savings
• They’ll be some travel involved
• You’ll identify, capture and appropriately escalate risks and issues
• You’ll coach and support others to develop and enhance their knowledge
• You’ll liaise with the Operational Excellence Team, Learning & Development Team and Customer, Colleague and supplier insight assessors to ensure identified training and development needs are addressed successfully
• You’ll contribute to training programmes
• You’ll work with other others across the business to share best practice and ensure consistency
• You’ll facilitate the generation of potential solutions to address root causes
• You’ll communicate and build effective relationships with key stakeholders
• You’ll identify and overcome barriers to change
• You’ll act as an ambassador for change
• You’ll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times

Experience & Knowledge

• Providing coaching to employees and or suppliers
• Working in a quality assurance environment including risk and controls principles, focusing on customer outcomes
• Problem solving and continuous improvement principles
• Data analysis and translation of management information to tangible actions
• Change Agent on an Operational Excellence transformation project
• Structured Problem Solving facilitator (desired)
• Track record of successful delivery of Continuous Improvement Activity
• Private motor vehicle insurance industry, ideally in both policy and claims environments
• Working in a financial service regulated environment
• Sound knowledge of insurance policy and claims principles

• Comprehensive understanding of regulatory requirements and company policies
• Strong understanding of the company’s processes, procedures, products and systems
• Project Management skills will be beneficial
• Influencing techniques
• Competent with the use and design of spreadsheets, word processing and presentation software applications
• Proven track record of use of analytical skills and the ability to summarise and problem solve complex issues
• Strong understanding of the Company objectives and operations

Skills & Qualifications

• You’ve strong communication, presentation, influencing and persuasion skills and an ability to influence across all levels
• We are agile! You’ve the ability to work to tight deadlines and to prioritise many conflicting and frequently changing priorities
• You’ve the ability to think creatively and develop solutions to complex business problems
• You’ve stakeholder engagement and management skills, including the ability to question and challenge assumptions
• You’ve a flexible approach to work, with the ability to accept and champion change
• You’re not fazed by computers and software. Competent in Microsoft applications, particularly Excel and data visualisation tools.
• You’re self-motivated, able to self-direct and commitment to personal development
• You’ve got strong numeracy and literacy skills
• You’ve got strong analytical and problem-solving skills, ability to identify root causes and solutions
• You’ll be a great communicator, both verbal and written
• Organisation, timekeeping and structure are second nature to you  

Behaviours

• You’re commercially focused, proactive and results driven. Keeping ahead of the game and reaching those goals
• You’re customer focused and passionate about achieving the right customer outcomes. After all people are at the heart of everything we do!
• You’ll demonstrate, embrace, embed and promote the Company Values
• You’re a clear, logical thinker who takes initiative to make decisions
• You’re confident in presenting complex information in a clear and concise manner
• You’ve got a sharp eye for detail and accuracy in recording and reporting
• You strive for operational excellence and continuous improvement. Findings ways to improve and ways to get better.
• You’re self-motivated and enthusiastic
• Teamwork makes the dream work! You’ve the ability to work on own initiative and as part of a team with strong interpersonal skills
• You’ve a flexible approach to work and adopts a positive attitude

So, what are you waiting for? Apply today!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.