EMEA Claims Quality Assurance Auditor

Chubb; London; On-site; GBP 50,000 - 90,000

Job description

We are seeking a collaborative professional with insurance claims handling experience to work closely with business partners, ensuring compliance with COG Best Practices and Operational Control processes. This role also requires managerial experience (team leader level or above), along with expertise in stakeholder and project management. The ideal candidate will have a proven track record in the insurance industry and be responsible for continuously improving the technical quality and operational performance of the claims products delivered by our teams, measuring compliance through technical file and operational reviews.

You will enhance understanding of the Chubb claims process by leading training sessions throughout the region and facilitating calibration of the QA process within claims teams through re-reviews, training, and constructive feedback. Additionally, you will engage with various levels of internal and external claims management to analyse and communicate findings, recommend solutions, and assist in the creation of significant action plans.

Key Responsibilities:

• Support the execution of the European Claims Quality Assurance plan to drive ongoing performance improvement within the claims division.
• Lead niche/technical reviews within Europe and collaborate with line of business experts to deliver comprehensive reviews.
• Conduct audit and operational claims training sessions.
• Ensure necessary remediation plans are implemented and tracked according to Chubb standards.
• Contribute to the development and enhancement of COG Best Practice Guidelines.
• Perform Claim Technical and Operational Quality Reviews across EMEA, primarily focusing on Continental Europe, while addressing multiple lines of business and languages as necessary.
• Deliver training to claims teams throughout Europe on the audit process, including the QA system and calibration procedures, thereby supporting QA quality. Conduct file reviews and provide feedback and mentorship to other auditors.
• Analyse quality review results in detail, translating findings into key opportunity areas for improvement.
• Collaborate continuously with claims management in developing crucial action plans that outline necessary tasks, resources, and timelines for enhancing claim handling.
• Facilitate, support, and measure the execution of action plans, providing consultation and guidance to claims teams to ensure timely and effective delivery.

Qualifications

Knowledge & Experience:

• Strong ability to provide expert consultation and advice to management, including delivering challenging findings in a constructive and actionable manner.
• Extensive knowledge of the Insurance Industry and Claims Handling, with a minimum of 7 years of technical claims adjusting experience, specializing in at least two major lines of business (Property, Liability, A&H, etc.).
• Must have proven insurance claims experience, as this is a critical requirement for the role.
• Capacity to learn and adapt to new product lines quickly.
• Proficiency in a second European language is desirable.
• Experience in Claims Technical Quality audit is a plus.
• Proven effective communication and interpersonal skills for engaging a diverse range of multinational internal stakeholders, external partners, and customers.
• Demonstrated experience delivering training to various groups.
• Strong knowledge of, and experience with, software applications, including multiple claims systems, web-based systems, and MS Office, with a focus on Excel (spreadsheets, charts, pivot tables).
• Ability to analyse QA data sets, identify root causes and trends, and quantify the “cost of non-compliance.”
• Excellent time management and organizational skills, with the ability to excel both independently and as part of a team.
• Flexibility to work across multiple time zones.
• Anticipated overnight travel of 5-10%, likely peaking with trips of up to one week.
• A Bachelor’s degree in a related field or proven insurance-related experience is required.