Quality Assurance Assessor

Quality Assurance Assessor

Haywards Heath or Manchester
£25,000 per annum
Claims & Fraud
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

We currently have two exciting opportunities for Quality Assurance Assessor's to join our Performance Function team in either Salford Quays, Manchester or Haywards Heath, West Sussex.

In this role you will provide assurance that all policies and procedures are being adhered to and that the company’s employees are operating at the required competency whilst meeting regulatory requirements. The QA Assessor’s purpose is to contribute to positive change and improvements to customer experience and suitable customer outcomes, through continuous improvements, reporting and analysis of trends.

To be successful in this role, you’ll need:

  • Experience in Motor and / or Home Insurance
  • Strong Microsoft Excel knowledge
  • Quality Assurance experience is desirable but not essential

Job responsibilities:

  • Conduct quality assurance assessments and cross validations as required, within agreed timescales and as per agreed schedule
  • Achieve KPI’s and SLA’s including timely and accurate delivery of all tasks and reports
  • Identify and assist with continuous development of departmental processes and procedures and drive improvement to support the achievement of business objectives
  • Supporting with external supplier reviews when required
  • Analyse adequacy of identified risk and the reliability and adherence to internal controls
  • Work collaboratively with all teams and colleagues, ensure consistency to quality assurance approach and best practice within the team
  • Provide positive and constructive feedback to colleagues and suppliers, building and maintaining respectful relationships with all colleagues, working closely with other departments and supporting them as and when required
  • Actively promote continuous improvement and raise bugs when identified
  • Demonstrate the company’s values and appropriate behaviours
  • Contribute to any ad hoc projects or policy updates as required
  • Responsible for own personal development and knowledge management, updating 121/appraisal documentation within required timeframes
  • Any other reasonable duties as required

Job-specific competencies

Experience & knowledge

  • Providing coaching to employees
  • Working in a quality assurance environment including risk and controls principles, focusing on customer outcomes
  • Problem solving and continuous improvement principles
  • Data analysis and translation of management information to tangible actions
  • Private motor vehicle insurance industry, ideally in both policy and claims environments
  • Working in a financial services regulated environment Sound knowledge of insurance policy and claims principles
  • Comprehensive understanding of regulatory requirements and company policies

Skills & Qualifications

  • Excellent communication skills, both verbal and written
  • Good numeracy and literacy skills
  • Good organisational skills and ability to multitask
  • Problem solving skills with the ability to adopt a logical approach to resolving problems
  • Strong computer skills with experience in MS Office, particularly Word and Excel
  • ACII Qualification (desired).


  • Customer focused
  • Strives to deliver performance targets and drive business improvements to contribute to the success of the team and business
  • Business acumen
  • Self- motivated and enthusiastic
  • An organised and proactive approach, working well under pressure
  • A flexible approach and positive attitude, keen to help others
  • Ensures great attention to detail and a high degree of accuracy in recording and reporting
  • Confident in presenting complex information in a clear and concise manner
  • Demonstrate the company’s values and appropriate behaviours
  • Takes initiative to make decisions
  • Able to work on your own initiative and as part of a team

Are you the person we’re looking for? If so, we look forward to hearing from you. Apply today!

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

What can we do for you?

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

View more about our Benefits

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


If it’s your birthday or you just fancy some me-time, get an extra day off for whatever you want.

Holiday Extra

We give you two opportunities each year to buy or sell up to five days of holiday.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.