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Quality Assurance Expert

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Job Overview

We are seeking a Quality Assurance Specialist to join our team, responsible for ensuring the highest standards of quality in our underwriting operations.

The successful candidate will be part of a specialized quality team, responsible for performing deep-dive audits, identifying risk trends, driving process integrity, and offering actionable insights to business stakeholders and BPO partners.

  • Key Responsibilities:
  • Conduct regular quality reviews/audits according to stipulated timeframe/SLA while complying with process SOPs and quality frameworks & guidelines.
  • Validate data accuracy, completeness, and alignment with business and regulatory standards.
  • Analyze error trends, identify root causes, and suggest corrective actions or process improvements.
  • Document QA findings and maintain accurate quality logs and reports.
  • Provide timely feedback to BPO vendor partner teams and support capability uplift.
  • Participate in calibration sessions with onshore counterparts and BPO QA teams.
  • Act as a subject matter expert (SME) on underwriting procedures, business rules, and quality governance.
  • Provide support in creating and maintaining QA calibration guides for all existing processes and new transition processes.
  • Resolve disputes in rebuttal according to action plans agreed by the team in time.
  • Log errors tracked and follow up on corrections by processors.
  • Participate in training sessions from business stakeholders and update QA SOPs to align with changes.
  • Responsible for new starter training as a mentor and dedicated trainer for different processes.
  • Undertake any ad hoc tasks and responsibilities as required.

Requirements:

  • Bachelor's degree in commerce, Business Administration, or a related field.
  • 5-8 years of experience in P&C insurance operations, with a strong focus on underwriting for European and/or London markets.
  • Minimum 2+ years of audit, quality assurance, or process excellence experience, preferably in a BPO or shared service environment.
  • Familiarity with multiple lines of business within commercial or specialty insurance (e.g., Property, Casualty, Marine, Terrorism, Financial Lines, etc.).
  • Strong understanding of compliance, control, and documentation standards in underwriting processes.

Skillset:

  • High attention to detail and accuracy.
  • Ability to interpret and apply underwriting guidelines, documentation, and identify control gaps.
  • Strong communication and stakeholder management skills across geographies and teams.
  • Working knowledge of policy administration systems, workflow tools, and audit platforms.
  • Proven ability to work independently and manage multiple audits with tight timelines.
  • Comfortable working in dynamic, evolving environments with matrixed teams.
  • Strong analytical and problem-solving skills.
  • Proficiency in MS Excel and reporting tools.
  • Ability to work in fast-paced, deadline-driven environments.

Preferred Experience:

  • Background in shared services or BPO environments with quality auditing experience of global insurance back-office processes.
  • Experience working as a QA in BPO vendor teams (e.g., Genpact).
  • Flexibility to work in different time zones (preferably UK & Europe time).