QA Assessor

FJN Growth Solutions; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

FJN Growth Solutions seeks an experienced QA Assessor to support the QA Manager in monitoring quality across sales, customer service, complaints and claims handling.

You will ensure processes meet FCA regulations and Consumer Duty expectations, identifying improvements and helping deliver positive customer outcomes through rigorous analysis and proactive feedback.

Qualifications

• Significant QA/quality control experience in insurance or claims.
• Strong knowledge of FCA regulations, Consumer Duty, Treating Customers Fairly.
• Experience auditing claims processes, reviewing payments and service standards.
• Excellent analytical skills and attention to detail.
• Confident communication with stakeholders and ability to provide constructive feedback.

Responsibilities

• Conduct QA reviews of sales, service, complaints and claims handling.
• Ensure compliance with FCA regulations, Consumer Duty, and SLAs.
• Review claims decisions, payments and service delivery for accuracy and compliance.
• Identify trends, risks and opportunities to improve customer outcomes and processes.
• Monitor partner and TPA performance; provide feedback and training as needed.
• Maintain process documentation and support QA standards development.
• Identify potential fraud and financial crime concerns and escalate appropriately.

Skills

QA auditing

Regulatory knowledge

Analytical skills

Communication

Process improvement

Job description

Location: TBC (Hybrid Working) Hybrid working is currently in place, with occasional travel between offices and client sites required.

Hours: Monday to Friday, 09:00–17:00

Reporting to: QA Manager

Job Type: Full-time

The Role

We are looking for an experienced QA Assessor to support the QA Manager in monitoring the quality of sales, customer service, complaints and claims handling. You will ensure processes meet regulatory and contractual requirements, identify areas for improvement and help deliver positive customer outcomes in line with FCA regulations and Consumer Duty expectations.

Key Responsibilities

• Conduct quality assurance reviews of sales, service, complaints and claims handling.
• Ensure compliance with FCA regulations, contractual obligations and service level agreements.
• Review claims decisions, payments and service delivery for accuracy and compliance.
• Identify trends, risks and opportunities to improve customer outcomes and business processes.
• Monitor partner and third-party administrator (TPA) performance, providing feedback and training where required.
• Maintain process documentation and support the development of quality assurance standards.
• Identify potential fraud and financial crime concerns and escalation where appropriate.

Requirements

• Significant experience in QA or quality control within the insurance or claims industry.
• Strong knowledge of FCA regulations, Consumer Duty and Treating Customers Fairly principles.
• Experience auditing claims processes, reviewing payments and monitoring service standards.
• Excellent analytical skills and strong attention to detail.
• Confident communication and interpersonal skills, with the ability to provide constructive feedback and recommendations.
• A proactive, organised approach with a focus on continuous improvement and customer service.