QA and Complaints Analyst

QA and Complaints Analyst

The QA and Complaints Analyst is responsible for investigating and resolving Irish and UK based complaints, ensuring compliance with regulatory requirements, and monitoring agent quality within the Customer Service Team.

Responsibilities

• Investigate, handle, and tailor resolution letters for complaints in line with regulatory requirements.
• Identify quality issues through complaints and provide feedback to relevant areas and teams.
• Escalate any potential breaches of regulatory (CPC/FCA) requirements.
• Assist with identifying training needs on complaint handling.
• Complete quality reviews of Customer Service calls and provide performance feedback to Team Leaders and Managers.
• Drive quality improvement across the team and business, implementing best in class practices.

Qualifications

• Insurance qualification (APA/CIP) or equivalent experience.
• Evidence of further professional development (highly regarded).
• Third level education (desirable).
• Proficiency in Microsoft Word, Excel, and PowerPoint.

Experience

• Previous experience in complaint handling.
• Knowledge of insurance regulation/compliance requirements, specifically relating to complaints.
• Strong understanding of complaint processes and timelines.

Personal Qualities & Attributes

• Exceptional verbal and written communication skills.
• Exceptional listening and analytical skills.
• Excellent attention to detail.
• Strong problem solving skills.
• Strong presentation skills.
• Enthusiastic and motivated.
• Capable of working independently and with minimal supervision.

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

Regulatory & Legal Information: This role is subject to the Minimum Competency Code (MCC) as set out by the Central Bank of Ireland (CBI). It is classified as a Controlled Function (CF8) and is subject to Fitness and Probity Standards, including the requirements outlined in the Individual Accountability Framework Act 2023.

It is an Equal Opportunity Employer. Sedgwick retains the discretion to add or change the duties of the position at any time.