Quality and Complaints Analyst

Jobtailor; Stafford; On-site; GBP 26,000 - 38,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking a detail-oriented Operations Quality Specialist to support the Quality Performance Team Lead in monitoring, managing, and improving quality, underwriting complaints, and compliance across QBE Operations.

You will oversee underwriting complaints end-to-end, coordinate with underwriters, coverholders, Lloyd’s, and customers, and ensure timely submissions to the Employer’s Liability Tracing Office.

Qualifications

• Experience in operations, quality, complaints, or risk within an insurance environment.
• Strong Excel skills, with data handling and reporting capabilities (pivot tables and formulas desirable).
• Highly organized with the ability to manage multiple priorities and meet tight deadlines.
• Excellent written and verbal communication across stakeholders.
• Detail-oriented, accurate, and proactive in problem solving and process improvements.

Responsibilities

• Support the Quality Performance Team Lead to monitor, manage, and improve quality, underwriting complaints, and compliance across QBE Operations.
• Manage underwriting complaints end-to-end, including inbox oversight, case coordination, and stakeholder engagement (Underwriters, Coverholders, Lloyd’s and customers).
• Deliver accurate and timely Employer’s Liability Tracing Office submissions, reporting, and compliance activities.
• Proactively monitor exceptions, investigate issues, and ensure resolutions are delivered within agreed timeframes.
• Produce and manage Lloyd’s syndicate protocol reporting, ensuring consistency, accuracy, and adherence to deadlines.
• Coordinate Delegated Underwriting Authority High Conduct Risk reporting, including inbox management and tracking outstanding returns.
• Support audit preparation and investigating ad-hoc data queries, maintaining high levels of accuracy and attention to detail.
• Maintain and enhance key operating documents and processes to ensure clarity, consistency, and control.
• Contribute to project activity and support the implementation of improved quality control processes across Operations.

Skills

Data Analysis

Reporting

Compliance Activities

Process Improvement

Case Coordination

Organizational Skills

Communication Skills

Proactive Problem Solving

Ownership

Time Management

Tools

Pivot tables

Formulas

Job description

Responsibilities

• Provide support to the Quality Performance Team Lead to monitor, manage, and improve quality, underwriting complaints, and compliance across QBE Operations
• Manage underwriting complaints end-to-end, including inbox oversight, case coordination, and stakeholder engagement (Underwriters, Coverholders, Lloyd’s and customers)
• Deliver accurate and timely Employer’s Liability Tracing Office submissions, reporting, and compliance activities
• Proactively monitor exceptions, investigate issues, and ensure resolutions are delivered within agreed timeframes
• Produce and manage Lloyd’s syndicate protocol reporting, ensuring consistency, accuracy, and adherence to deadlines
• Coordinate Delegated Underwriting Authority High Conduct Risk reporting, including inbox management and tracking outstanding returns
• Support audit preparation and investigating ad-hoc data queries, maintaining high levels of accuracy and attention to detail
• Maintain and enhance key operating documents and processes to ensure clarity, consistency, and control
• Contribute to project activity and support the implementation of improved quality control processes across Operations

Requirements

• Experience in operations, quality, complaints, or risk within an insurance environment
• Strong Excel skills, with confidence working with data sets and producing reports (pivot tables and formulas desirable)
• Highly organised with the ability to manage multiple priorities and deliver to tight deadlines
• Excellent communication skills, both written and verbal, with the ability to engage effectively with a range of stakeholders
• Comfortable working across detail-heavy processes while maintaining accuracy and attention to detail
• Proactive and solutions-focused, with a strong sense of ownership and drive to improve processes and outcomes

ATS Optimization Keywords

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This feature helps candidates tailor their applications more effectively.

Hard Skills

• Data Analysis
• Reporting
• Compliance Activities
• Process Improvement
• Case Coordination

Soft Skills

• Organizational Skills
• Communication Skills
• Proactive Problem Solving
• Ownership
• Time Management