Quality Assurance Analyst

The Quality Assurance Analyst oversees and ensures delivery of AIG Vilnius Shared Services processes to ensure effective risk management for Sales, Assistance & Claims functions by measuring service delivery and employee competence. You will drive initiatives to improve service delivery and QA scores, ensuring Treating Customers Fairly (TCF) elements are continually embedded.

• Defining and implementing QA strategies to ensure operation meets legal / regulatory requirements and supports the successful delivery of the annual business plan, in alignment with the Quality management framework across the Europe SSC sites, and with the Global Quality team
• Responsible for identifying and assigning monthly QA quotas using defined risk-based methodology to ensure minimum audit numbers are met on a monthly basis
• Conducting monthly independent QA monitoring to ensure audit quotas are consistently met; conducting additional auditing where new risks are identified
• Conducting 1:1 coaching sessions with customer-facing employees and Team Leaders following completed audits to ensure strengths are recognized and reinforced, and development areas are addressed positively to improve service delivery and ensure employees meet business requirements as defined
• Monitoring auditor competence against QA process requirements; monthly spot-checks and feedback on processes and audits
• Designing and delivering introductory and annual refresher QA training for all auditors
• Writing and delivering core soft skills training courses for new customer-facing inductees

• Fluency in English language
• Knowledge of Outlook, Word, Excel, PowerPoint essential
• Some work experience of conducting Quality Assurance activities preferred
• Awareness of coaching methodologies to drive improved performance in customer service delivery
• Experience of working in a regulated environment (knowledge of financial services industry would be an advantage)
• Excellent numeracy, literacy and proven attention to detail required
• Effective communicator at all levels, both verbally and written
• Strong organisational skills for effective time management, ability to multi-task and change direction / focus quickly
• Ability to travel

• Opportunity to advance your career within an international organization – global market leader in insurance business (multi-award winner of numerous industry awards)
• Constant opportunities to develop your skills and knowledge to become a subject matter expert in the insurance industry
• Culture where knowledge is cultivated, innovation is encouraged and achievement is rewarded
• Unique opportunity to be one of the first employees to join Vilnius team who has ambitious growth plans for the future

If you are interested, please send your CV in English with subject "Quality Assurance Analyst".

We advise you not to wait until the deadline of the advertisement as we are already interviewing. Also if you know someone who would be interested, please share this openly as we have a couple of open vacancies.

Confidentiality guaranteed and only selected applicants will be contacted.

For more open vacancies please visit www.afr.lt (Alliance for Recruitment)