Quality Assurance Lead

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Job description

General Job Title: Quality Assurance Lead Division: Operations Reports To: Global Head of Shared Service Key Relationships: Operational Excellence, Underwriting Operations, Claims Operations, Delegated Operations, Controls, Data Management, Risk Management, IT, Underwriters and third party service providers Job Summary: The Quality Assurance Lead will be responsible for developing, implementing, and managing quality assurance processes and standards for all services managed by the Shared Service Team. The role will involve building and leading a team of QA professionals, collaborating with various departments and our outsource partners to drive initiatives to enhance the quality and efficiency of our services. The QA Lead will report directly to the Head of Shared Service and play a crucial role in maintaining our commitment to operational excellence. Location: Birmingham/West Hartford Key Responsibilities: Develop and implement comprehensive quality assurance strategies and frameworks tailored to all services owned by Shared Service. Design and implement QA policies, standards and procedures, continuously reviewing to ensure they align with any regulatory changes and company or industry best practice. Work with the Shared Service management team to establish and monitor KPIs to measure the effectiveness and efficiency of quality assurance controls. Build, maintain and prepare detailed quality reports for senior management, highlighting performance against KPIs and advising on any areas of improvement and providing recommendations for improvements. Design and implement solutions that enhance quality, efficiency and stakeholder satisfaction. Develop the approach to and oversee internal audit checks to identify any deficiencies, and develop and oversee the implementation of any risk mitigation strategies. Build and lead a team of QA professionals, providing guidance and training, fostering a culture of quality throughout the Shared Service function. Develop and deliver training programmes for operations staff to promote a culture of quality and continuous improvement. Oversee any external audits and represent Shared Service. Establish strong stakeholder relationships and work in partnership with them to resolve any quality concerns/issues. Work closely with cross-functional teams including the wider operations team, IT, underwriting, claims and third party service providers etc to ensure quality standards are integrated in to all aspects of the Shared Service operation. Support the development and integration of quality assurance tools and technologies to streamline processes and enhance efficiency. Maintain records of QA activities, audit reports and corrective actions. General It is important that within all your interactions both internally and externally you adhere Beazley's core values - Being Bold, Striving for Better, and Doing the Right Thing as they contribute to an internal environment of teamwork and promote a positive brand image and experience to our external customers. We also expect Beazley employees to: Adopt the Beazley culture of professionalism, integrity, effectiveness and dynamic attitude that contributes to an internal environment of teamwork and promotes a positive brand image and experience to our external customers. Comply with Beazley procedures, policies and regulations including the code of conduct. Undertake training on Beazley policies and procedures as delivered by your line manager, Talent Management or assurance teams (compliance, risk, internal audit) either directly, via e-learning or the learning management system. Display business ethics that uphold the interests of all our customers. Ensure all interactions with customers are focused on delivering a fair outcome, including having the right products for their needs. Comply with any specific responsibilities necessary for your role as outlined by your line manager, Talent Management or assurance teams (compliance, risk, internal audit) and ensure you keep up to date with developments in these areas. This may include, amongst others, Beazley's underwriting control standards, Beazley's claims control standards, other Beazley standards and customer relationship management. Carry out additional responsibilities as individually notified, either through your objectives or through the learning management system. These may include membership of any Beazley committees or working groups. Personal Specification This role requires excellent project management and communication skills, a collaborative approach to working with internal and external stakeholders and a strong focus on risk management in order to minimise any disruption to operational performance. Skills and Abilities Knowledge of QA tools, methodologies and frameworks Understanding of industry best practice Problem solving - ability to analyse complex data sets, identify root cause of defects and develop effective solutions Data analysis - skilled in interpreting quality metrics and performance to drive improvements and make informed decisions Team leadership - proven track record of leading a team and mentoring individuals, fostering a high performance culture Stakeholder collaboration - ability to work effectively with cross-functional teams to drive a culture of quality and ensure alignment on quality objectives. Strong verbal and written communication skills Continuous improvement - implement and drive continuous improvement initiatives to enhance quality and efficiency Process optimization - drive a consistent approach to QA processes and develop strategies to streamline and optimize Maintain comprehensive and accurate documentation of QA processes, audit results and corrective actions Knowledge and Experience Proven experience in a quality assurance management role (minimum 5 years with at least 3 years in a leadership role), preferably within the insurance or financial services industry. Aptitude and Disposition Results driven, self-motivated, flexible and enthusiastic. Professional approach to successfully interact with managers/colleagues/external suppliers. Ability to think strategically and develop a plan that delivers the agreed objectives Ability to motivate a team to deliver agreed objectives Strong organizational and project management skills, with the ability to manage multiple priorities Strong verbal and written communication skills - ability to collaborate effectively with diverse stakeholders. Competencies Change management Performance management Leadership and team management Developing and tracking actions/progress Verbal communication Written communication Process improvement Detail-oriented Risk management Critical thinking Problem solving Analytical Results driven Technical proficiency Customer focus Collaborative Relationship driven Who We Are Beazley is a specialist insurance company with over 30 years' experience helping people, communities and businesses to manage risk all around the world. Our mission is to inspire our clients and people with the confidence and freedom to explore, create and build - to enable businesses to thrive. Our clients want to live and work freely and fully, knowing they are benefitting from the most advanced thinking in the insurance market. Our goal is to become the highest performing sustainable specialist insurer. Our products are wide ranging, from cyber & tech insurance to marine, healthcare, financial institutions and contingency; covering risks such as the weather, film production or protection from deadly weapons. Our Culture We employ over 2,000 people globally, hosting a wonderful diversity of cultures, experiences and backgrounds. We are proud of our family-feel culture at Beazley that empowers our staff to work from when and where they want, in an adult environment that is big on collaboration, diversity of thought and personal accountability. Our three core values inspire the way we work and how we treat our people and customers. Be bold Strive for better Do the right thing Upholding these values every day has enabled us to become an innovative and responsive organization in touch with the changing world around us - our ambitious inclusion & diversity and sustainability targets are testament to this. We are proud to offer a flexible working environment, where our employees are able to work from the location that they consider most appropriate for the tasks they are undertaking. There will still be a requirement to attend the office based on business need, but our people are empowered to work with their teams to establish a model that works well for the individuals and for stakeholders. Explore a variety of networks to assist with professional and/or personal development. Our Employee Networks include: Beazley RACE - Including, understanding and celebrating People of Colour Beazley SHE - Successful, High potential, Empowered women in insurance Beazley Proud - Our global LGBTQ+ community Beazley Wellbeing - Supporting employees with their mental wellbeing Beazley Families - Supporting families and parents-to-be We encourage internal career progression at Beazley, giving you all the tools you need to drive your own career here, such as: Internal Pathways (helping you grow into an underwriting role) iLearn (our own learning & development platform) LinkedIn Learning Mentorship program External qualification sponsorship Continuing education and tuition reimbursement Secondment assignments Beazley SHE - Successful, High potential, Empowered women in insurance Beazley Proud - Our global LGBTQ+ community As a Beazley employee, you are provided access to our fantastic array of benefits. We are committed to offering employees and their families a comprehensive benefits package. Examples of some of our benefits include: Lifestyle allowance Commuting reimbursement Free in-office lunch, daily Six months parental leave Sabbatical (after 10 years of service) Retirement plan matching (varies by country)

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