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QA and Complaints Analyst

1 month ago

Dublin, Dublin City, Ireland Sedgwick Full time

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Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It's an opportunity to do something meaningful, each and every day. It's having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here. Join us and contribute to Sedgwick being a great place to work.

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QA and Complaints Analyst

Reports To

Travel Team Manager

Role Overview

The QA and Complaints Analyst will be responsible for the investigation and resolution of both Irish and UK based complaints, ensuring absolute compliance with all of the regulatory requirements.

The QA and Complaints Analyst will also be responsible for assistance with monitoring and documenting all agent quality across the Customer Service Team in support of the departmental quality goals and initiatives

Specific Responsibilities

Complaint Handling

  • Complaints investigation, handling and tailoring of resolution letters to customers in line with regulatory requirements.
  • Ensure any quality issues identified through complaints are identified and feedback is provided to the relevant area/team.
  • Identify and escalate any possible breaches of regulatory (CPC/FCA) requirements.
  • Identify and assist with training requirements on Complaint Handling where required.

QA Analysis
  • Complete quality reviews of Customer Service calls.
  • Provide Team Leaders and the Manager with regular performance feedback on the Agents and recommendations.
  • Drive the importance of quality throughout the team and within the business by implementing best in class practices.

Personal Qualities/Attributes
  • Exceptional verbal & written communication skills
  • Exceptional listening and analytical skills
  • Excellent attention to detail
  • Strong knowledge of complaint timelines and regulatory requirements
  • Strong problem-solving skills
  • Strong presentation skills
  • Enthusiastic and motivated
  • Capable of working in a team environment, collaboratively, and independently with minimum supervision and upon own initiative

Qualifications
  • Insurance Qualified APA/CIP
  • Evidence of further professional development (highly regarded)
  • Third level education (desirable)

Experience
  • Previous experience in complaint handling.
  • Knowledge of insurance regulation/compliance requirements specifically relating to complaints.
  • Proficient in Microsoft Word / Excel / PowerPoint
  • Strong knowledge of Complaints Processes and Timelines.

Benefits
  • Bike to Work Scheme
  • Tax Saver Travel Scheme
  • Discounted onsite Gym Membership (Dublin 4)
  • Discounted onsite Montessori (Dublin 4)
  • EAP – Employee Assistance Programme
  • Health Insurance Scheme
  • Life Cover
  • PHI – Permanent Health Insurance
  • Exams & Professional Membership Fees
  • Professional and personal development opportunities

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.Seniority level
  • Seniority levelEntry level
Employment type
  • Employment typeFull-time
Job function
  • Job functionQuality Assurance
  • IndustriesInsurance

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