Quality Audit Team Leader

at  The Granite Group

The Claims Governance Team is a department where independence of thought, integrity and the ability to maintain confidentiality are essential.
As a Quality Audit Team Leader, you will be working with the Claims Audit Lead, leading a Team of Claims Quality Analysts. The Team will provide independent oversight of handler performance, customer outcomes and indemnity spend, helping to ensure regulatory compliance and good governance controls are operating effectively to mitigate risks.
You will act as an effective team leader by engaging with the wider management team and using strong people skills to develop this new team. You will need the ability to provide data driven insights utilizing both the Performance Management Platform and other sources of data as an essential part of the role.
Role: Quality Audit Team Leader
Location: Liverpool or Sevenoaks
Working hours: 37.5 hours a week, Monday to Friday from 9am to 5:30pm
Salary: £33,000- £36,000 plus an up to £2500 performance related bonus per annum, once established within your role

• Line Management of a team of Quality Analysts
• Ensure accurate and insightful QA reviews on customer contacts, calls, webchats, administration and business processes.
• Utilising data from the performance management system and other sources to provide business insights
• Maintain consistency in approach to QA monitoring, dealing with appeals, running calibrations and liaising with Operational Team Leaders
• Identify opportunities to enhance operational efficiency and effectiveness for areas under review.
• Build and maintain strong working relationships within the Governance Team and with the operational Management team.
• Be accountable for meeting deliverables, KPIs, and Quality standards.
• Contribute to the overall effectiveness and value of the QA function by recommending and developing innovative solutions.
• Adhere to FCA, TCF and Data Protection Regulations and other regulatory requirements.
• Maintain Insurance knowledge, understanding how legislation developments affect claim handling.
• Undertake other reasonable tasks and projects as required by your manager