We’re NFP, an Aon Company, and we provide services and solutions to support businesses and people. We have capabilities that extend around the globe, including here in the UK, Ireland, EMEA, APAC and North America. It’s a time of rapid growth for the European arm of the business, so we are looking for someone to ensure that internal 1st and 2nd line quality reviews are undertaken across all customer facing areas of the business, in line with our internal review standards.
We are recruiting for a Quality Analyst to ensure that internal 1st and 2nd line quality reviews are undertaken across all customer facing areas of the business, in line with our internal review standards. This will be predominantly covering NFP's General Insurance division due to this being our largest client facing function. However, this role will also cover NFP’s other regulated divisions (Employee Benefits & Wealth).
The role will also provide the opportunity to help build out both the process and the framework required to operate an effective QA function as this team matures.
Overview of duties
* Monitor the quality and consistency of our client files. This will be utilising in house quality assurance processes and reporting tools to ensure customer outcomes are at the forefront of our operations.
* As a result of the QA processes, be able to identify issues both local and thematic and provide feedback on how to follow the correct process.
* Develop extensive knowledge of NFP General Insurance division and processes.
* Support the wider Compliance Team on a variety of tasks when necessary.
* Create reports summarising the results of regular reviews for reporting and escalation where required.
* Offer first line assurance that NFP’s operations are effective and adhere to any relevant legislation and statutory regulation.
* Interpret and continue to evolve our quality assurance standards in line with regulatory expectations.
* Use Power BI for reporting and visualising data – creating reports and dashboards to present the data.
* Analyse data to identify areas to be improved.
Person specification
Knowledge, skills and abilities:
* Strong communication / presentation skills, both written and verbal.
* Strong analytical skills and process driven.
* Ability to work effectively as part of a dynamic team.
* A high level of IT skills e.g. Outlook, PowerPoint, Excel.
* Power BI experience is desirable.
* Experience in evaluating data for decision making and reporting.
Experience:
* Educated to Degree level not essential but desirable.
* Previous experience in General Insurance or Financial Services is advantageous.
* Call centre or customer servicing experience beneficial.
Key information:
Hours: Monday – Friday, 35 hours
Location: Dublin, Hybrid
We may be a global business, but our culture is united and truly collaborative. We strive to adopt a genuinely flexible approach to working, and we have the technology to make it as easy as possible for our people around the world to connect to one another, and to be productive in and out of the office.
We want everyone to bring their best selves to work each day, so we have a relaxed and casual office environment, plus great employee benefits and socials. Joining NFP means you’ll get plenty of opportunities to invest in your career and personal development.
Attractions - NFP
* We pride ourselves on our fast-paced, collaborative, vibrant working environment and hybrid model for part-remote working.
* Our PeopleFirst culture means our people work in a flexible and autonomous way and have the freedom and expertise to deliver outstanding service to clients in the way that they know-how.
* We build partnerships with organisations that can complement our client offering and we invest in new technology to deliver innovative solutions in our given markets.
* We focus on making sure that people can bring their best selves to work every day; and that they are placing as much importance on family and community as they do their valuable work.
* Our diversity and inclusion initiatives and charity work form a large part of this. NFP has an Executive Board member who is dedicated to diversity and inclusion, and has a D&I Board made up of individuals from across our entire business.
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