By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.
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QA and Complaints Analyst
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:
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 theminimumprofessional standard for any person providing certain financial services,in particular whendealing 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.
Sedgwick is the world’s leading risk and claims administration partner, helping clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape.
