Quality Assurance Insights Lead

at  First Central Services

Location:
Haywards Heath or Manchester
Salary:
Up to £55,000 - depending on experience
Department:
Customer & Operations
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 take on a new role quality assurance? We are seeking new Quality Assurance Insights Lead to join our lively team. As a QA Insights Lead you’ll be a key player in ensuring top-notch quality and efficiency in our processes!
Reporting to the Quality Assurance (QA) Technical Manager, you’ll leverage conversational analytics and auto QA methodologies to drive consumer duty initiatives and manage stakeholder relationships.
Your role will involve crafting insightful reports and collaborating with a variety of internal and external stakeholders. Leading a dedicated team, you’ll deliver crucial insights, identify emerging trends, and make impactful recommendations to enhance customer experience and streamline process efficiency.
If you’re passionate about quality and innovation, this is the perfect opportunity for you!

EXPERIENCE & KNOWLEDGE

• You’ve experience of working with a conversational analytics platform.
• You’ve got experience automating QA processes.
• You’ve a sound knowledge of insurance products and personal lines insurance.
• You’ve comprehensive understanding of regulatory requirements and company principles (including Consumer Duty) following appropriate training.
• You’ve got a solid understanding of the business objectives and operations.
• You’ve had experience of working within a Quality Assurance environment, preferably within the motor/home insurance industry and/or financial services.
• You’ve experience of meeting targets and KPIs within a regulated environment.
• You’ve experience of supporting and supervising a technical team.
• You’ve had proven exposure in a Financial Services regulated environment.

SKILLS & QUALIFICATIONS

• You excel in data analytics and interpretation.
• You speak data! You’ve advanced skills in using conversational analytics tools and software.
• The ability to implement and optimise automated QA processes, like a ‘data pro’.
• You’re effective at report writing and presentation skills.
• You’ve the ability to positively influence, collaborate and communicate with various stakeholders
• You’re capable to lead and motivate a team in a tech-driven environment. You’re the spark that keeps the team going.
• You’ve got strong analytical and problem-solving skills and a sharp eye for detail and accuracy
• You’re not fazed by computers and software. Competent in Microsoft applications, particularly Excel and data visualisation tools.

• Have worked in speech analytics
• Strong stakeholder management and leadership skills
• Experience in project management