Quality Assurance Specialist - Insurance

Role:                   Quality Assurance Specialist

Company:           International Medical GroupLocation:             Remote/Hybrid working available

Salary:                  £27,000 + benefits

Hours:                  37.5 hours per week

International Medical Group provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe.  Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.

The Quality Assurance specialist will assist the Quality Assurance Manager in driving quality within the UK & US, 24/7 and claims teams. This person will be responsible for handling complaints and appeals across varied books of business (including travel and IPMI insurance), as well as undertaking regular quality reviews of personnel administering claims and 24/7 assistance. The role will include regular feedback to management on quality (general and individual) and complaint RCA.

Main Duties:

• Assist the Quality Assurance Manager with complaint handling across all business regulated by FCA/ICB regulations.
• Review all complaints in line with FCA/ICB regulations, to establish the cause of the complaint, ensuring all are acknowledged, logged, and managed through to resolution
• Complete and register all Financial Ombudsman Service (or any other regulatory body) file requests
• Review Travel appeals and manage to resolution
• Complete quality checks and audits and report results to department management
• Communicate any service delivery issues, training needs, complaints (actual or likely), to department Managers
• Work with Operations and claims management to improve quality and performance through case reviews
• Identify coaching /training needs and liaise with Head of Training & Quality to support training interventions.

Key Skills

• 5 years’ previous experience of claims processing, 24/7 assistance handling (travel and/or PMI)
• Excellent written and oral communication skills
• Good decision-making skills and commercial awareness, while considering the “bigger picture”.
• A high degree of accuracy and attention to detail with good problem solving and analytical skills

If this sounds like the role for you, apply now and one of our advisors will be in touch to discuss the position and next steps.

What are you waiting for? We can’t wait to meet you!

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.