Quality & Governance Specialist - Insurance Ops (Hybrid)

00601 CNA Services (UK) Limited; Norwich; Hybrid; GBP 28,000 - 34,000; Full time

Job description

At CNA Hardy, great people don't just join us - they grow with us, lead with purpose, and help shape the future of our business and the industry. We exist to help businesses navigate an unpredictable world and we do that through the expertise, integrity and commitment of our people. Every role contributes to protecting businesses, livelihoods and communities, giving our people the opportunity to make a meaningful and visible impact.

The Role

We are currently hiring for a Quality & Governance Administrator in our Norwich office to strengthen quality, governance and controls across the Centralised Support Centre through effective peer review, reporting and continuous improvement.

What You'll Be Doing

• Quality assurance: Complete peer reviews and large premium checks, maintain accurate trackers and provide timely, constructive feedback.
• Insight and reporting: Analyse quality and volume data, identify recurring issues and produce clear reports with practical recommendations.
• Continuous improvement: Develop peer review and reporting processes to improve quality scores, reduce rework and strengthen operational controls.
• Stakeholder collaboration: Partner with CSC leaders, Underwriting, Finance and IT & Operations to turn evidence and feedback into service improvements.
• Audit and development support: Support audit responses and actions, conduct root cause analysis and help identify team learning and development needs.

What We're Looking For

• CSC expertise: Practical knowledge of Centralised Support Centre systems, processes and premium processing activities.
• Insurance knowledge: Relevant product and industry experience, with an understanding of applicable legal and regulatory requirements.
• Analytical capability: Strong attention to detail and the ability to interpret results, investigate root causes and recommend improvements.
• Reporting skills: Experience collating information and producing clear, detailed reports using Microsoft Office applications.
• Collaborative approach: A proactive, organised and results-focused problem solver with strong interpersonal and communication skills.

Why Join CNA Hardy?

Our workplace is dynamic, challenging and ever evolving, here your voice matters and you can make a difference.

We celebrate individuality and inclusivity, ensuring everyone feels valued, respected, and supported to share ideas and perspectives.

Our employees and their families are important to us.

We offer flexible hybrid working and invest in your growth through learning, mentoring, and clear development pathways, recognising and rewarding performance and the behaviours that drive success.

We recognise that the development of skills and experiences is crucial for our people to achieve their aspirations and reach their full potential.

The Company CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We offer a highly specialised and comprehensive portfolio of innovative and market leading products. Coverage is available to businesses of all sizes for domestic, international and global exposures. We are a leading specialist commercial insurance provider for clients of all sizes with both domestic and international exposures. Writing across both company and Lloyd's platforms offers our brokers the flexibility to find the best solution for their clients in more than 200 countries and territories worldwide. Find out more about our Lloyd's Syndicate 382. Our clients trust us because we understand the risks they face. Our teams on the ground have the local expertise and authority to provide fast, effective solutions for our clients across our network of dedicated offices in Belgium, Denmark, France, Germany, Italy, the Netherlands and the UK (Birmingham, Glasgow, Manchester and London). Whether it’s our expert underwriters, risk control engineers, claims managers or international solutions team, we work in partnership with our brokers to deliver our highly-specialised and comprehensive portfolio of innovative and market-leading products in response to emerging exposures and ever-changing needs. CNA Hardy is part of CNA Financial Corp, one of the largest U.S. commercial property and casualty insurance companies. Trusted for more than 125 years, CNA provides a broad range of standard and specialised insurance products and services for over 1 million businesses and professionals across the U.S., Canada and Europe.