Claims Quality & Governance Analyst

Hiscox Underwriting Group Services Ltd Portugal (HUGS PT); Lisboa; Hybrid; EUR 42,000 - 60,000; Full time

Job summary

Hiscox, a global specialist insurer, is seeking a Claims Quality & Governance Analyst to uphold high standards across European Claims operations. You will conduct quality reviews, calibrate scoring, and translate findings into practical recommendations, working with Claims teams and external partners to embed best practice.

The role requires strong analytical skills, English fluency, and experience in Claims QA.

Qualifications

• Experience in Claims Quality Assurance or audits.
• Knowledge of European Claims market.
• Ability to analyse complex claims data and trends.
• Strong communication and stakeholder management.

Responsibilities

• Conduct QA reviews of claims against best practices and regulatory requirements.
• Perform re-reviews to ensure scoring consistency.
• Analyse outcomes to identify trends and improvement opportunities.
• Support management reporting and provide actionable recommendations.
• Collaborate with Claims teams and partners to remediate issues and train staff.
• Build relationships across internal teams and external partners.
• Maintain knowledge of European Claims products and regulatory environment.

Skills

Claims quality assurance

Stakeholder management

Analytical thinking

Quality governance

English fluency

Job description

Job Type: Permanent

Build a brilliant future with Hiscox

The Team

The Quality Assurance & Governance team brings together professionals with strong operational and technical Claims expertise. The team plays a key role in driving consistent Claims quality and governance standards across the business, acting as a centre of expertise for best practice, quality assurance and continuous improvement. Working as part of the Claims Quality Assurance Centre of Excellence, you will collaborate with stakeholders across the business and gain exposure to a broad range of insurance products, Claims teams and markets. The team operates across London, York, Colchester, Europe and the US, providing an international and collaborative environment with opportunities to work with colleagues and business leaders across multiple jurisdictions.

The Role

As a Claims Quality & Governance Analyst, you will play an important role in ensuring high and consistent standards of Claims handling across our European Claims operations. You will conduct quality reviews of Claims files, assessing adherence to Hiscox Claims Best Practices, internal standards and relevant regulatory requirements. You will identify trends and areas for improvement, support management information and analytical reporting, and translate findings into practical recommendations. Working closely with Claims teams, management and third-party partners, you will also support calibration, training and remediation activities, helping to embed best practice and continuous improvement across the Claims function.

Key Responsibilities

• Conduct quality assurance reviews and audits of internally and, where appropriate, third-party administered Claims, assessing Claims handling against Hiscox Best Practice standards and relevant regulatory requirements.
• Undertake regular re-reviews of quality assessments to support consistent scoring, calibration and application of quality standards.
• Analyse quality review outcomes to identify trends, recurring themes, emerging risks and opportunities for improvement.
• Support the preparation of management information and analytical reporting, translating findings into clear and actionable recommendations.
• Present review findings and constructive feedback to Claims teams and management, supporting informed decision-making and continuous improvement.
• Work collaboratively with business units and stakeholders to develop and implement appropriate remediation plans and, where relevant, training interventions.
• Build effective relationships across multiple internal teams, external partners and third-party suppliers.
• Maintain a strong understanding of relevant classes of business, products and services within the European Claims market.
• Maintain knowledge of the policies, processes and systems used across European Claims functions.
• Keep up to date with the legal and regulatory environment relevant to Claims operations across Europe.

About You

We are looking for an experienced Claims professional who combines strong technical knowledge with an analytical and pragmatic approach to quality and continuous improvement.

You will ideally bring

• Previous experience in Claims Quality Assurance, Claims file reviews/audits, Claims governance or a closely related Claims quality environment.
• Strong knowledge and/or practical experience of working within the European Claims market.
• Experience working across multiple teams, external partners or third-party suppliers, ideally across different jurisdictions.
• The ability to review and analyse complex Claims information, identify trends and translate findings into meaningful recommendations.
• Strong stakeholder management and relationship-building skills, with the confidence to provide constructive feedback and influence others.
• Excellent written and verbal communication skills.
• Fluency in English; additional European language skills would be advantageous.
• A pragmatic, commercial and solution-oriented approach.
• The confidence to use your own judgement, take initiative and make informed decisions while working effectively as part of a wider team.
• Good commercial awareness and an understanding of the importance of balancing customer outcomes, regulatory requirements and business objectives.

About Hiscox

As an international specialist insurer we are far removed from the world of mass market insurance products. Instead we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things. We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions. Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places. Some people might say insurance is dull, but life at Hiscox is anything but.

Diversity and Hybrid working

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We have also learned over the past few years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance. This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other. You can follow Hiscox on LinkedIn, Glassdoor, and Instagram (@HiscoxInsurance). We’re a global, specialist insurer headquartered in Bermuda and listed on the London Stock Exchange. With 3,000 employees and 32 offices in 12 countries we’re a business with lots of opportunity for people with talent, spark and lots of ambition.