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General
Job Title: Shared Services Quality Assurance Analyst
Division: Shared Services
Reports To: Performance and Quality Assurance Lead
Key Relationships: Global Head of Shared Services, Performance and Quality Assurance Lead, UW Operations, Claims Operations, Operational Excellence, Delegated Operations, Conduct Risk, Controls, Compliance, Risk Management, IT, Underwriters and Claims Managers, Facilities, Finance, Reinsurance, other staff and external clients and service providers.
Job Summary: Work with the Performance and QA Lead to implement and operate a new Shared Services Performance and QA Framework across Shared Services, ensuring implementation, efficiency, cost-effectiveness and service excellence.
Key Responsibilities
QA Framework Implementation
- Support the rollout and ongoing maintenance of a robust Quality Assurance (QA) framework for Shared Services.
- Contribute to the development and standardisation of QA methodologies, tools, and templates.
- Partner with process owners to integrate QA practices into day-to-day operations.
Centralised Reporting & Quality Control
- Conduct regular reviews of Shared Services processes to ensure effective Quality Control (QC) measures are in place.
- Maintain and continuously improve centralised QA reporting dashboards and documentation.
- Analyse QA data to identify trends, anomalies, and areas of concern, escalating issues where necessary.
Performance & Quality MI Analysis
- Analyse Management Information (MI) related to performance and quality across both onshore and offshore third-party providers.
- Identify performance gaps and support the implementation of corrective and preventive actions.
- Deliver actionable insights and recommendations to senior stakeholders based on data-driven analysis.
Governance & Compliance
- Assist in the preparation and documentation of governance meetings, including agenda creation, minute-taking, and action tracking.
- Ensure QA activities are aligned with internal policies, regulatory standards, and industry best practices.
Annual Assurance Reviews
- Support the planning and execution of annual assurance reviews across all Shared Services functions.
- Document review findings and assist in the development and tracking of remediation plans.
Stakeholder Engagement
- Serve as a key point of contact for QA-related queries from internal and external stakeholders.
- Monitor, track, and resolve QA issues promptly and professionally.
- Foster strong working relationships with process owners and operational teams to promote a quality-first culture.
Root Cause Analysis & Continuous Improvement
- Collaborate with process owners to conduct root cause analysis for quality-related issues.
- Contribute to the design and implementation of action plans to address identified issues.
- Champion a culture of continuous improvement and operational excellence.
Controls Matrix Management
- Assist in maintaining a comprehensive controls matrix for Shared Services.
- Ensure all key controls are documented, tested, and aligned with the organisation’s risk management framework.
Ad Hoc Project Support
- Provide QA expertise and support to cross-functional projects and business initiatives.
- Participate in project planning, testing phases, and post-implementation reviews as required.
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
Skills and Abilities
- Analytical
- Business strategy understanding
- Change Management
- Risk and Regulatory Knowledge
- Detail-oriented
- Strong communication skills
Knowledge and Experience
- Strong Stakeholder Engagement Experience
- Strong experience of Insurance
- A detailed understanding of QA
- Understanding of QA data systems
- Knowledge of performance data reporting
- Knowledge of UW and Claims management
- 10+ years’ experience of client service management gained within an insurance environment
- Proven track-record of managing teams through periods of change
Aptitude and Disposition
- Outcome focused, self-motivated, flexible and enthusiastic
- Achievement orientated
- Customer focused
- Collaborative
- Business/Financial acumen
- Continuous improvement mindset
- Corporate thinking
