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QA and Complaints Analyst
Apply locations IE-Dublin posted on Posted Yesterday job requisition id R60420
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
Great Place to Work
Top 100 Most Loved Workplace
Forbes Best-in-State Employer
Reports To:
Travel Team Manager
Role Overview:
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
Qualifications:
* Insurance Qualified APA/CIP
* Evidence of further professional development (highly regarded)
* Third level education (desirable)
Experience:
* Previous experience in complaint handling.
* Knowledge of insurance regulation/compliance requirements specifically relating to complaints.
* Proficient in Microsoft Word / Excel / PowerPoint
* Strong knowledge of Complaints Processes and Timelines.
Benefits:
* Bike to Work Scheme
* Tax Saver Travel Scheme
* Discounted onsite Gym Membership (Dublin 4)
* Discounted onsite Montessori (Dublin 4)
* EAP – Employee Assistance Programme
* Health Insurance Scheme
* Life Cover
* PHI – Permanent Health Insurance
* Exams & Professional Membership Fees
* Professional and personal development opportunities
Sedgwick is an Equal Opportunity Employer.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.
About Us
Taking care of people is at the heart of everything we do. Caring counts
Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us.
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