SBG are seeking a Quality Assurance (QA) Administrator to join our Operations function. This role plays an important part in maintaining high standards of customer service, operational excellence, and regulatory compliance across the business.
The QA Administrator will be responsible for conducting monitoring and quality assurance activities across all customer interaction channels and internal business processes. Working closely with operational teams and stakeholders, you will assess performance against regulatory requirements, industry standards, and internal policies, helping to identify areas for improvement and ensure consistent customer outcomes.
The successful candidate will support the delivery of robust quality assurance processes, providing accurate feedback, identifying trends and risks, and contributing to the continuous improvement of operational performance across the organisation.
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Conduct quality assurance and monitoring activities across customer interactions, business processes, and operational systems to ensure compliance with regulatory requirements, industry standards, and internal policies.
- Review customer communications, calls, emails, and system-based activity to identify risks, control weaknesses, and opportunities for improvement.
- Identify, assess, and promptly escalate issues that may result in customer detriment, regulatory risk, or business impact.
- Analyse monitoring results to identify trends, root causes, and recurring themes, providing recommendations to improve customer outcomes and operational performance.
- Support the promotion of a customer-centric culture, ensuring fair customer treatment and positive outcomes are embedded across business operations.
- Ensure adherence to established policies, procedures, and quality standards across all operational functions.
- Produce accurate and insightful quality assurance findings, highlighting areas of good practice and opportunities for enhancement.
- Partner with stakeholders across the business to support the implementation of corrective actions and continuous improvement initiatives.
- Contribute to the development and enhancement of quality assurance frameworks, controls, and monitoring methodologies.
- Maintain up-to-date knowledge of relevant regulatory requirements, business processes, and industry best practice to ensure monitoring activities remain effective and aligned.
- Support audits, reviews, and regulatory activities by providing quality assurance insight, evidence, and reporting where required.
- Undertake additional duties and responsibilities as reasonably requested by the line manager to support the needs of the business.
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Exceptional attention to detail, with the ability to identify risks, inconsistencies, and areas of non-compliance while maintaining high levels of accuracy.
- Strong verbal and written communication skills, with the ability to provide clear, constructive feedback and effectively engage with stakeholders at all levels.
- Excellent organisational and time management skills, with the ability to prioritise workloads, manage competing demands, and meet strict deadlines.
- Strong analytical and problem-solving abilities, with the capability to identify trends, investigate root causes, and recommend practical improvements.
- Ability to work independently and collaboratively within a team environment, demonstrating flexibility and adaptability in a fast-paced setting.
- Customer-focused mindset, with a commitment to delivering fair customer outcomes and supporting a culture of customer-centric decision-making.
- Proven ability to manage multiple tasks and quality assurance activities simultaneously while maintaining accuracy and attention to detail.
- Proactive approach to identifying risks, issues, and opportunities for improvement, with a focus on driving operational excellence.
- Ability to interpret policies, procedures, and regulatory requirements and apply them consistently within a business environment.
- Strong reporting and documentation skills, with the ability to present findings, observations, and recommendations in a clear and concise manner.
- Good working knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook.
Desirable Skills
- Previous experience within Quality Assurance, Compliance, Risk, Audit, or Operational Monitoring.
- Experience within the insurance or financial services sector.
- Knowledge of FCA regulations and customer outcome-focused frameworks.
- Familiarity with quality assurance methodologies, monitoring frameworks, and continuous improvement practices.
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Hybrid working – 2 days in the office and 3 days working from home
- 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
- Discretionary annual bonus
- Pension scheme – 5% employee, 6% employer
- Flexible working – we will always consider applications for those who require less than the advertised hours
- Flexi-time
- Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
- Electric vehicle – salary sacrifice scheme
- 100’s of exclusive retailer discounts
- Professional wellbeing, health & fitness app - Wrkit
- Enhanced parental leave, including time off for IVF appointments
- Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
- Life Assurance - 4 times your salary
- 25% Car Insurance Discount
- 20% Travel Insurance Discount
- Cycle to Work Scheme
- Employee Referral Scheme
- Community support day
Somerset Bridge Group is dedicated to delivering fair products and innovative services in the insurance industry. Our group focuses on underwriting, broking, and claims handling to provide sustainable and innovative insurance solutions. Somerset Bridge Insurance Services Limited, operating under GoSkippy and Vavista, offers insurance coverage to over 700,000 customers. Somerset Bridge Limited handles underwriting and claims, processing almost 50,000 claims annually. Somerset Bridge Shared Services Limited provides essential support functions to ensure operational efficiency and compliance. With a strong commitment to values, culture, and customer service excellence, Somerset Bridge Group is recognised for its industry awards and growth. Join us to be part of a dynamic team that fosters creative thinking and personal development.
We are very proud to have been awarded a Gold Accreditation from Investors in People! We recognise that all of our people contribute to our success. That's why we are always looking for talented people to join our team - people who share our vision, who are passionate about what they do, and who want to be part of something special.
Equal Opportunity Employer
Somerset Bridge Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. We prohibit discrimination or harassment of any kind based on race, color, religion, national origin, sexual orientation, gender, gender identity or expression, age, pregnancy, physical or mental disability, genetic factors or other characteristics protected by law. SBG makes hiring decisions based solely on qualifications, skills and business requirements.
