Quality and Complaints Analyst

QBE Insurance

Quality and Complaints Analyst supporting the Operations Performance Improvement team in managing complaints, quality, and compliance across QBE Operations. Engaging with stakeholders and ensuring regulatory deadlines.

Posted 7/8/2026full-timeStafford • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide support to the Quality Performance Team Lead to monitor, manage, and improve quality, underwriting complaints, and compliance across QBE Operations
Manage underwriting complaints end-to-end, including inbox oversight, case coordination, and stakeholder engagement (Underwriters, Coverholders, Lloyd’s and customers)
Deliver accurate and timely Employer’s Liability Tracing Office submissions, reporting, and compliance activities
Proactively monitor exceptions, investigate issues, and ensure resolutions are delivered within agreed timeframes
Produce and manage Lloyd’s syndicate protocol reporting, ensuring consistency, accuracy, and adherence to deadlines
Coordinate Delegated Underwriting Authority High Conduct Risk reporting, including inbox management and tracking outstanding returns
Support audit preparation and investigating ad-hoc data queries, maintaining high levels of accuracy and attention to detail
Maintain and enhance key operating documents and processes to ensure clarity, consistency, and control
Contribute to project activity and support the implementation of improved quality control processes across Operations

Requirements

What you’ll need

Experience in operations, quality, complaints, or risk within an insurance environment
Strong Excel skills, with confidence working with data sets and producing reports (pivot tables and formulas desirable)
Highly organised with the ability to manage multiple priorities and deliver to tight deadlines
Excellent communication skills, both written and verbal, with the ability to engage effectively with a range of stakeholders
Comfortable working across detail-heavy processes while maintaining accuracy and attention to detail
Proactive and solutions-focused, with a strong sense of ownership and drive to improve processes and outcomes

Benefits

Comp & perks

Extensive choice of options to suit personal and professional life
Support and flexibility to help live your best life personally and professionally

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisReportingCompliance ActivitiesProcess ImprovementCase Coordination

Soft Skills

Organizational SkillsCommunication SkillsProactive Problem SolvingOwnershipTime Management