Location: Sandyford, Dublin.
Reports: Quality Lead
Key Internal Relationships: Personal Lines, Commercial Lines, Department Team Leads, Arachas Business Managers, Compliance Team, Learning & Development, Finance Team and EMT.
Key External Relationships: Insurance Companies, Ardonagh Group.
The role will undertake quality audits within Arachas’ 1st line on matters relating to conduct, business and service standards. The role will be responsible for monitoring the adherence to and creating a culture of good regulatory standards and client outcomes.
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Role Accountabilities and Core Responsibilities
Quality and Compliance Activity Management
- Reporting to the Quality Lead, the role will primarily be to carry out quality assurance file audits and root cause analysis checks across all customer facing operational areas.
- Identify trends, providing feedback to the relevant departments with suggestions on improvements to improve quality, customer experiences and reduce complaints.
- Identify any areas of risk where the company may be exposed and provide recommendations, liaising with other departments as required.
- Assist in driving a customer centric culture, putting the customer at the heart of what we do.
- Ensure that quality findings are consistently interpreted by you and the QA team.
- Ensure that documented feedback is provided and is clear, consistent and constructive.
- Update relevant MI tools, ensuring that daily, weekly and monthly updates are recorded.
- Where you need to escalate/refer a query, ensure all information is provided that will allow a speedy investigation and resolution.
Team Collaboration
- Promote a positive and collaborative working environment with colleagues.
- Be proactive in dealing with issues as you become aware of them and demonstrate a positive attitude in all your dealings with colleagues.
- Work with colleagues to ensure there is always effective and consistent communication, both within and outside of your team.
- Maintain strong working relationships across Arachas to promote the quality assurance framework at all times.
Essential Requirements
- Minimum 5 years in the Insurance Industry.
- Minimum APA qualified, working towards CIP qualification.
- Maintain continuous professional development in compliance with the Central Bank’s Minimum Competency Code.
- Ability to plan and prioritise your daily, weekly and monthly workload to meet the needs of the department and ensure all targets are met.
- Demonstrate high standards of personal and professional performance.
- Maintain an up to date understanding of current regulatory requirements, standard operating procedures and product offerings.
- Strong attention to detail.
- Ability to use data to analyse results and provide feedback.
Person Specification:
- A self-starter with experience in quality assurance and delivering on tight deadlines.
- Has strong communication skills, both written and verbal.
- Has a positive, can-do attitude with the ability to adapt to and embrace change.
- Has a strong work ethic and understands and appreciates the importance of an independent QA function.
