Quality Assurance Analyst (Customer Outcome Testing)

Hiscox; York; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Join a leading company in the insurance sector as a Quality Assurance Analyst in York. In this role, you will conduct essential customer outcome testing to enhance service excellence, collaborate with the Governance & Control Team, and ensure compliance with regulatory standards. Ideal candidates will bring experience in Financial Services and a passion for delivering exceptional customer outcomes.

Qualifications

• Experience in Financial Services with a background in QA or Customer Outcome Testing.
• Knowledge of regulatory requirements such as Consumer Duty and GDPR.
• Diligent and organized with strong time management skills.

Responsibilities

• Conduct end-to-end testing across customer journeys and provide actionable insights.
• Articulate findings and manage workload to meet sample targets.
• Support business improvements and participate in QA calibration sessions.

Skills

Communication

Time Management

Problem-solving

Job description

Quality Assurance Analyst (Customer Outcome Testing), York

Client:

Hiscox

Location:

York, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

e02613bdbc1b

Job Views:

4

Posted:

02.06.2025

Expiry Date:

17.07.2025

Job Description:

Job Type: Fixed Term

Build a brilliant future with Hiscox

Please note, this role is for a 12-month Fixed Term Contract.

The role

Reporting to the Quality Assurance Manager and as part of the wider Governance & Control Team, you will be responsible for conducting end-to-end customer outcome testing across key journeys and business areas. The role provides actionable insights to improve customer outcomes.

This position suits diligent, self-motivated individuals passionate about customer excellence.

What you will be doing:

• Completing end-to-end outcome testing across customer journeys, products, and business areas.
• Articulating findings clearly and concisely to determine customer outcomes.
• Providing valuable feedback and insights to relevant business areas.
• Supporting business improvements through active partnerships to enhance customer outcomes.
• Participating in calibration sessions within the QA team and operational areas for consistency.
• Identifying remedial actions, ensuring appropriate activities are undertaken to rectify, record, and report issues.
• Adhering to best practice standards, processes, and the Quality framework.
• Managing workload to meet sample targets weekly and monthly.

Our must-haves:

• Experience in Financial Services with a background in QA, Customer Outcome Testing, or customer-facing Insurance/Broking roles.
• Knowledge of regulatory requirements like Consumer Duty, DISP, IDD, Vulnerable Customers, and GDPR.
• Exceptional communication skills, both written and verbal.
• Sound judgment in determining customer outcomes, considering individual case characteristics.
• Ability to identify, communicate, and implement areas of improvement.
• Passion for delivering good customer outcomes.
• Diligent, conscientious, and organized with strong time management skills.
• Problem-solving and decision-making abilities.

Diversity and Hybrid working

Hiscox values diversity and inclusivity, fostering a culture that drives success. We support hybrid working, allowing up to 2 days per week in our York office to promote work-life balance. This model enables independence and flexibility while maintaining team structure and social interaction.

Join us and work with amazing people in a unique culture.