Company Overview
One Sure Insurance is among the fastest growing independently owned insurance brokers in the. We are dedicated to providing exceptional insurance services across multiple sites in the region, driven by our commitment to quality and customer satisfaction.
Summary
We are seeking a dedicated Interim Quality Control Manager to join our team in. This role is vital in ensuring our insurance processes meet the highest standards of quality and compliance, supporting our mission to deliver reliable and trustworthy services.
PURPOSE OF THE ROLE
· To provide support to the business in demonstrating adherence to regulation requirements by ensuring business being conducted meets the standards set by the company
· To be responsible for quality assurance in all stages of a client’s lifecycle
· To oversee and continuously develop the Group Quality Control framework across all departments and brands.
· To provide meaningful insight and reporting to senior management to support informed decision making and improved customer outcomes.
KNOWLEDGE & EXPERIENCE
- Previous experience of working within a regulated industry
- Previous experience of working within the insurance industry
- Be working towards Cert CII/willingness to work towards
- Excellent communication skills with the ability to explain technical terms using simple language
- Specific knowledge and understanding of each area of the business and its processes and procedures
- Ability to demonstrate a detailed understanding of customer service awareness, including Treating Customers Fairly (TCF), Consumer Duty, FCA guidelines and the delivery of fair customer outcomes
- Ability to show initiative and make appropriate decisions, whilst consulting with the business and its relevant senior management team
- An understanding of all in-house systems including the telephone system and any tools available
- Basic understanding of insurer underwriting terms and conditions
· Demonstrate the ability to identify information required in order to make appropriate and effective decisions under pressure
· Coaching and mentoring skills to develop staff ability
· Experience of producing and presenting management information and analysing quality trends
· Strong organisational skills with the ability to manage multiple priorities and projects
BEHAVIOURAL SKILLS
· Act in an honest and open manner at all times in all matters
· Have a customer focused approach whilst having the ability to apply business acumen
· Ensure that business transactions are conducted in a way that is clear and straightforward
· To demonstrate self-improvement in order to lead from the front
· Act with integrity by demonstrating fairness and impartiality
· Promote a culture of continuous improvement and collaboration across the business
ACCOUNTABILITIES/RESPONSIBILITIES
· To conduct competency checks when required
· To conduct competency-based assessments in order to perform ability tests
· To contribute to, and follow at all times, the firm's Conduct Risk, Fair Treatment and Good Outcomes Policy
· To escalate issues or concerns to the appropriate areas in an effective and reliable manner
- To drive a pragmatic quality control structure across the business
· To review, organise and manage the department workload and staff efficiently
· To be the first point of contact should a manager dispute a competency check result for a member of staff
· To conduct quarterly review sessions with individual staff members in order to deliver clear targets and reviews
· To achieve set targets as an individual and as a team
· To report any potential major HR issues to the Group Director of Operations
· To provide training & development to staff members within the team and to promote self-teaching/learning
· To produce regular Management Information stats across all aspects of the competency checking process to allow senior management to make informed decisions as and where necessary
· To comply at all times with the Compliance Confidentiality Agreement and Data Protection requirements
· To attend and contribute to management meetings, presenting quality trends, management information and key risks to support informed decision making and continuous improvement initiatives
· To ensure Performance Reviews and Competency Reviews are completed in line with the Company's Training & Competency Plan and within the required timescales
· To analyse quality trends and identify themes, risks and opportunities for improvement across the business
· To ensure quality monitoring frameworks and scorecards remain accurate, up to date and reflective of company processes and regulatory requirements
· To support managers in identifying and implementing coaching and development plans arising from quality monitoring activities
· To monitor and report on Consumer Duty outcomes and Vulnerable Customer trends, identifying areas of potential customer detriment and opportunities for improvement
· To review and recommend changes to company processes and procedures where quality monitoring identifies recurring risks, training needs or opportunities for improvement
· To support and lead business change initiatives and projects that impact the Quality Control function
· To undertake all other duties as reasonably required and directed and data protection requirements
SPECIFIC KEY TASKS & TARGETS
· To be specified as appropriate, in advance
If you are passionate about maintaining high standards of quality in a dynamic insurance environment, we invite you to bring your expertise to One Sure Insurance. Join us in shaping the future of insurance excellence.
Pay: £30,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Work Location: In person
