Quality Assurance Insights Lead

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.

Are you ready to take on a new role quality assurance? We are seeking a new Quality Assurance Insights Lead to join our lively team. As a QA Insights Lead you’ll be a key player in ensuring top-notch quality and efficiency in our processes!

Reporting to the Quality Assurance (QA) Technical Manager, you’ll leverage conversational analytics and auto QA methodologies to drive consumer duty initiatives and manage stakeholder relationships.

Your role will involve crafting insightful reports and collaborating with a variety of internal and external stakeholders. Leading a dedicated team, you’ll deliver crucial insights, identify emerging trends, and make impactful recommendations to enhance customer experience and streamline process efficiency.

If you’re passionate about quality and innovation, this is the perfect opportunity for you!

You’ll be great in this role if you have:

• Worked in speech analytics
• Strong stakeholder management and leadership skills
• Experience in project management

Here’s a glimpse of what we can offer:

• Salary of up to £55,000, depending on experience
• Monday to Friday, no weekends!
• Hybrid working: 4 days from home and 1 day in the office after training
• Fully supportive team throughout
• £100 off your car insurance
• A fun, vibrant and busy place to work
• 25 days holiday plus 8 bank holidays and an extra 'You' day off for important occasions or just a day for you!

What’s involved:

• Support the implementation of conversational analytics tools to gather insights into customer interactions and identify areas for improvement.
• Lead the development of auto QA processes, testing the accuracy and efficiency of tools that analyse large volumes of data to surface key insights.
• Prepare comprehensive reports on QA performance, trends, and insights for management across the business and make recommendations to support their decision-making.
• Conduct regular audits and quality checks to validate the effectiveness and reliability of conversational analytics and auto QA outputs.
• Provide training and support to QA analysts to enhance their capabilities in auto QA, conversational analytics, and data analysis.
• Build and maintain strong relationships with key stakeholders across the organisation and supplier network, providing regular feedback and collaborating with Technical Coaches to ensure consistency and best practices.
• Prepare and deliver comprehensive reporting and presentations for key stakeholders, incorporating insights from auto QA and conversational analytics, and making recommendations for driving business outcomes.
• Deal with all employee matters in a timely manner, including but not limited to monitoring absence, supporting the disciplinary process, and resolving employee issues with support from their reporting line and HR when required.
• Assist in recruitment and training processes, ensuring the team is kept informed of company changes.
• Comply with the requirements of the Group Code of Conduct and Fitness and Propriety policies at all times.
• Ensure compliance with Company Policies, Values, and guidelines and other relevant standards/regulations at all times.

Experience & Knowledge

• Experience of working with a conversational analytics platform.
• Experience automating QA processes.
• Sound knowledge of insurance products and personal lines insurance.
• Comprehensive understanding of regulatory requirements and company principles (including Consumer Duty) following appropriate training.
• Solid understanding of the business objectives and operations.
• Experience working within a Quality Assurance environment, preferably within the motor/home insurance industry and/or financial services.
• Experience meeting targets and KPIs within a regulated environment.
• Experience supporting and supervising a technical team.
• Proven exposure in a Financial Services regulated environment.

Skills & Qualifications

• Excel in data analytics and interpretation.
• Advanced skills in using conversational analytics tools and software.
• The ability to implement and optimise automated QA processes.
• Effective report writing and presentation skills.
• Ability to positively influence, collaborate and communicate with various stakeholders.
• Capable of leading and motivating a team in a tech-driven environment.
• Strong analytical and problem-solving skills with a sharp eye for detail and accuracy.
• Competent in Microsoft applications, particularly Excel and data visualisation tools.

Behaviours

• Innovative and tech-savvy, keeping ahead of the curve!
• Strong customer orientation and focus on improving customer interactions.
• Proactive and results driven.
• Great with people and ability to communicate technical information to non-technical stakeholders.
• Adaptable and open to learning new technologies.
• Foster a collaborative team environment.
• Strive for operational excellence and continuous improvement.

So, what are you waiting for? Apply today!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. Our workplaces are energetic, inspirational, and supportive.

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.