Quality Assurance Manager

We are recruiting for a Quality Assurance Manager to be responsible for leading the Quality Assurance function, as well as the day-to-day management of the UK-based team. The successful candidate will coordinate, facilitate and monitor work to ensure optimum performance and efficiency, as well as ensuring customers receive fair outcomes by upholding and maintaining standards across all agents.

In addition to the day-to-day management, you will guide and mentor junior members of staff to ensure they meet the required standards as part of a team. Being able to adapt and co-ordinate a function based across multiple sites is crucial, as well as being able to travel abroad a few times a year.

The ideal candidate will have previously worked in a Team Leader/Management role, will have excellent telephone and written communication skills and the ability to take ownership of a situation.,

• Lead a team of Quality Assurance Administrators including coordinating their work, completing 1-1's, absence requests and monitoring of their work.


• Handle a high workload in an organised manner and to an excellent standard within strict deadlines.


• Complete root cause analysis in respect of complaints and QA outcomes to ensure the corrective action is taken in the future.


• Contribute towards reporting for the team as well as the QA function.


• Ensure each customer receives outstanding service by ensuring a friendly environment, maintaining solid product knowledge and all other aspects of customer service and sales. Ensure that every customer falls within FCA guidelines to Treating Customers Fairly.


• Comply with internal and external regulatory, operational, compliance and key control systems and procedures.


• Provide timely and accurate reporting and feedback.


• Constantly seek to improve quality control effectiveness by developing new approaches and techniques.


• Have a passion for ensuring service excellence is given on all customer contact and serving customers within a regulated financial environment.


• Maintain knowledge of current best practice by keeping up to date with market and educational opportunities; reading professional publications; maintaining personal networks and, where available, membership of professional bodies.


• Proactively establish and maintain effective working team relationships with all departments.


• Guide and mentor junior members of staff to ensure that they meet the required standards as part of a team.
  
  An understanding of Broker/Insurer/Underwriting/Claim relationship.


• Highly developed interpersonal skills and an ability to build rapport.


• Excellent planning and organisational skills with a proactive approach to goals.


• Excellent attention to detail and accuracy to work outputs with excellent writing skills.


• Ethical - must focus on Treating Customers Fairly.


• Ability to work within a fast-paced environment.
  
  Hybrid working - 2 days in the office and 3 days working from home


• 25 days annual leave, rising to 27 days over 2 years' service and 30 days after 5 years' service. Plus bank holidays!


• Discretionary annual bonus


• Pension scheme - 5% employee, 6% employer


• Flexible working - we will always consider applications for those who require less than the advertised hours


• Flexi-time


• Healthcare Cash Plan - claim cashback on a variety of everyday healthcare costs


• 100's of exclusive retailer discounts


• Professional wellbeing, health & fitness app - Wrkit


• Enhanced parental leave, including time off for IVF appointments


• Religious bank holidays - if you don't celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.


• Life Assurance - 4 times your salary


• 25% Car Insurance Discount


• 20% Travel Insurance Discount


• Cycle to Work Scheme


• Employee Referral Scheme


• Community support day


• Christmas and Summer parties


Working at SBG

At Somerset Bridge Group we aim to build a sustainable and innovative business focused on underwriting, broking and claims handling of UK motor insurance, offering transparent products and an efficient and fair service to our policy holders.

We are very proud to have been awarded a Silver Accreditation from Investors in People! We recognise that all of our people contribute to our success. That's why we are always looking for talented people to join our team - people who share our vision, who are passionate about what they do, and who want to be part of something special.

Equal Opportunity Employer

Somerset Bridge Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. We prohibit discrimination or harassment of any kind based on race, color, religion, national origin, sexual orientation, gender, gender identity or expression, age, pregnancy, physical or mental disability, genetic factors or other characteristics protected by law. SBG makes hiring decisions based solely on qualifications, skills and business requirements.