Senior Quality Assurance Analyst

Clyde & Co; Manchester; On-site; GBP 35,000 - 45,000; Full time

Job summary

A global legal services firm in Manchester is seeking a Senior Quality Assurance Analyst for a 12-month FTC. The role focuses on conducting independent file reviews to ensure compliance with performance standards and service excellence. Responsibilities include producing audit reports, engaging with team projects for continuous improvement, and managing ad hoc audit requests. The ideal candidate should have excellent knowledge of insurance litigation processes and strong communication skills.

Benefits

Personal and professional development opportunities

Supportive work environment

Qualifications

• Experience within an insurance claims related environment.
• Preferably proven audit skills.
• Ability to manage multiple projects simultaneously.

Responsibilities

• Complete client file reviews to monitor adherence to internal performance standards.
• Produce audit performance reports for QA Manager.
• Track and ensure timely completion of remedial actions.

Skills

Excellent knowledge of insurance litigation processes

Strong consulting, influencing and communication skills

Good interpersonal skills

Strong problem-solving skills

Organised with a pragmatic approach

Self-motivated and enthusiastic

Tools

MS Office

Job description

Location: Manchester

Role: Senior Quality Assurance Analyst

Contract: Full time, 12 Month FTC

The Role

The purpose of this role is to complete independent and consistent file reviews to ensure fee earners are adhering to Clyde & Co Performance standards, as well as delivering service excellence for our Clients by compliance with Service Level Agreements.

The jobholder will be responsible for reporting on departmental performance and providing feedback, identifying improvement areas and helping to develop a culture of Continuous Improvement.

Key Responsibilities

• Complete client file reviews to monitor adherence to SLA's and internal performance standards using the internal audit database or client specific document as appropriate.
• Produce audit performance reports to the QA Manager for agreement and cascade to relevant Client Account Partners, identifying hotspot areas for improvements as well as what was done well to assist in developing Best Practice.
• Work with Partners to deliver feedback in a constructive manner to fee earners either by way of one to one meetings or department/team group feedback sessions.
• Tracking the completion of remedial action where identified and ensuring the actions are effective and are implemented in a timely manner.
• Fully engage with team project work and initiatives to assist in the delivery of continuous improvement to the UK Insurance Practice, to include but not limited to, recommending improvements and designing and delivering training.
• Work with Risk Teams to ensure all new and proposed Service Level Agreements are reviewed within QAT, and that all agreed changes impacting the business are properly communicated to all stakeholders.
• Work with the IT team and other stakeholders to develop the efficiency of the systems in extracting data for ease of production of audit reports.
• Work with the HR team where appropriate to facilitate the implementation of action required to remedy files in breach of client SLA's.
• Support the Business Development team by providing quality audit data and information for pitch documents.
• Review and prepare files for Client audits delivering timely feedback to the Client Account Partner ahead of the audit for all appropriate rectification work to be affected.
• Manage all ad hoc audit requests from QA Managers in a thorough and timely manner, ensuring that each request is managed in line with business-critical demands and recorded within the QA database.
• Developing and maintaining effective working relationships with all levels of the business.
• Identifying own training needs and development areas and discussing these with your QA Manager.

Essential Skills and Experience

• Excellent knowledge of insurance litigation processes.
• Experience within an insurance claims related environment (preferably Insurer based or legal services).
• Experience of MS Office.
• Preferably proven audit and technical skills and/or an understanding of the audit processes.
• Ability to manage more than one project at a time.
• Strong consulting, influencing and communication skills (oral and written).
• Good interpersonal skills with confidence to deal with all levels of staff.
• Experience of working effectively across teams/functions.
• Self-motivated, enthusiastic and confident networker.
• Collaborative and diplomatic.
• Relationship driven.
• Good attention to detail.
• Strong problem-solving skills.
• Proactive, enthusiastic, and resilient.
• Organised with a pragmatic approach.
• Able to manage time effectively and prioritise workload.

Business Services Competencies

Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

• Technical Excellence
• People and Team
• Client/Stakeholder Relationships
• Service Delivery and Commercial Awareness

Personal Effectiveness

The Firm

When you work at Clyde & Co, you join a team of 500 partners, 2,400 lawyers, 3,200 legal professionals and 5,500 people in nearly 70 offices and associated offices worldwide. Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for both our clients and our firm. We work as one, excel with clients, celebrate difference and act boldly. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves. We are devoted to providing an environment in which everyone can realise their potential, using its legal and professional skills to support its communities. We do this through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment, including through our commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets.

Our Commitment

Clyde & Co is proud to be an equal opportunities employer. Our values encourage us to support fairness, celebrate diversity and prohibit all forms of discrimination in the workplace to allow everyone to excel at work. Therefore, we welcome and encourage all applications from suitably qualified individuals, regardless of background or identity. Learn more about our interview process.

A Note on Privacy

Please take a moment to read our privacy notice. This describes what personal information Clyde & Co (we) may hold about you, what it’s used for, how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting a candidate as a Recruitment Agency Partner, it is an essential requirement and your responsibility to ensure that candidates applying to Clyde & Co are aware of this privacy notice.

This is the job description as constituted at present; however, Clyde & Co reserves the right to reasonably amend it in accordance with the changing needs of the business.