QA and Complaints Analyst

QA and Complaints Analyst

You will be responsible for the investigation and resolution of Irish and UK based complaints, ensuring absolute compliance with all regulatory requirements. In addition, you will assist with monitoring and documenting all agent quality across the Customer Service Team to support 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 escape 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 Ireland is regulated by the Central Bank of Ireland (CBI). This role is subject to the Minimum Competency Code (MCC) as set out by the CBI. This code sets out the minimum professional standard for any person providing certain financial services, in particular when dealing with consumers. This role 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. Successful candidates will receive training in relation to all regulatory requirements applicable to them.

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.