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Hybrid (Anywhere in Ireland) | Dublin HQ (1-2 times per month)
Full-Time | Permanent
About the Role
Our client, one of Ireland's largest insurance brokerages, is seeking a Quality Assurance (QA) Specialist to ensure compliance, improve customer experience, and drive quality standards across all operational areas. Reporting to the Quality Lead, this role involves auditing client files, identifying trends, and providing recommendations to enhance processes and reduce risks.
Key Responsibilities
Quality & Compliance Monitoring
* Conduct quality assurance audits on customer interactions, policy administration, and claims processing.
* Identify trends, risks, and areas for improvement, providing clear feedback to teams.
* Ensure regulatory compliance with Central Bank of Ireland (CBI) and Consumer Protection Code (CPC).
* Support a customer-centric culture, ensuring high service standards.
* Document and track quality findings, ensuring consistency in audit interpretation and feedback.
* Escalate compliance issues when necessary, ensuring timely resolution.
Process Improvement & Risk Management
* Use root cause analysis to improve quality, reduce complaints, and enhance operational efficiency.
* Recognize and escalate potential risks that may impact the business.
* Contribute to continuous improvement by ensuring quality assurance frameworks are effectively communicated and embedded within teams.
* Work closely with compliance officers, brokers, and operations teams to enhance regulatory adherence.
* Deliver training and coaching to ensure consistent quality standards across departments.
* Maintain up-to-date knowledge of insurance regulations, industry trends, and best practices.
Reporting & Data Analysis
* Maintain accurate audit reports, quality metrics, and risk assessments for senior management.
* Use data-driven insights to recommend process improvements.
What You Need to Succeed
* Experience: Five or more years in the insurance industry, with experience in quality assurance, compliance, or risk management.
* Qualifications: APA qualified (working towards CIP preferred) and compliant with the Central Bank's Minimum Competency Code.
* Technical Skills:Strong knowledge of insurance products, underwriting, and claims handling.
* Experience with CRM, compliance systems, and data analysis tools.
* Soft Skills:Detail-oriented with strong analytical and problem-solving abilities.
* Excellent communicator (written and verbal) with the ability to deliver clear and constructive feedback.
* Proactive and adaptable, with a strong work ethic and ability to work independently.
* Flexibility: Willingness to travel to the Dublin HQ (1-2 times per month) and other office locations as required.
Why Apply?
* Hybrid Flexibility: Work from anywhere in Ireland, with limited office visits.
* Career Growth: Be part of a leading brokerage with excellent training and progression opportunities.
* Competitive Package: Attractive salary, performance bonuses, pension, and benefits.
* Impactful Role: Drive quality, compliance, and operational excellence in a dynamic environment.
How to Apply
Interested candidates should apply today or reach out to Engage People Recruitment for a confidential discussion.
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