QA and Complaints Analyst

External

Sedgwick · Ireland

Full-timeOn-siteToday

ComplianceExcel

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Requirements

Insurance Qualified APA/CIP
Evidence of further professional development (highly regarded)
Third level education (desirable)
Previous experience in complaint handling.
Knowledge of insurance regulation/compliance requirements specifically relating to complaints.
Proficient in Microsoft Word / Excel / PowerPoint

Additional Information

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve. Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance QA and Complaints Analyst The QA and Complaints Analyst will be responsible for the investigation and resolution of both Irish and UK based complaints, ensuring absolute compliance with all of the regulatory requirements. The QA and Complaints Analyst will also be responsible for assistance with monitoring and documenting all agent quality across the Customer Service Team in support of the departmental quality goals and initiatives Specific Responsibilities Complaint handling: Complaints investigation, handling and tailoring of resolution letters to customers in line with regulatory requirements. Ensure any quality issues identified through complaints are identified and feedback is provided to the relevant area/team. Identify and escalate any possible breaches of regulatory (CPC/FCA) requirements. Identify and assist with training requirements on Complaint Handling where required. QA Analysis: Complete quality reviews of Customer Service calls. Provide Team Leaders and the Manager with regular performance feedback on the Agents and recommendations. Drive the importance of quality throughout the team and within the business by implementing best-in-class practices. Personal Qualities/Attributes: Exceptional verbal & written communication skills Exceptional listening and analytical skills Excellent attention to detail Strong knowledge of complaint timelines and regulatory requirements Strong problem -solving skills Strong presentation skills Enthusiastic and motivated Capable of working in a team environment, collaboratively, and independently with minimum supervision and upon own initiative

QA and Complaints Analyst

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Additional Information

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Company Intel

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