Quality Assurance Manager - Sedgwick Claims Management Services, Inc.

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work®
Top 100 Most Loved Workplace® 
Forbes Best-in-State Employer

Quality Assurance Manager

The Role:
As a Quality Assurance Manager you will work to define and implement quality assurance standards, identify process issues, and recommend solutions to enable our business to sustainably meet quality standards and industry benchmarks. You will engage with colleagues to assess services, develop, and implement strategies to enhance operations, ensure reliability of systems, and optimise efficiency.
 

Key outcomes for this role

• Assessing the standard of our short- and longer-term interactions with customers to understand the quality of our service and identify areas of risk.

• Understanding and articulating the impact of our policies and processes on customers.

• Identifying and socialising best practice examples.

• Assessing and interpreting feedback with colleagues and managers.

• Identifying trends and themes in quality and customer outcomes.

• Gaining insight from discussions and observations with front line teams.

• Helping to continuously improve quality, and customer outcomes by using and promoting root cause analysis.

• Supporting managers in improving QA approaches and procedures.

• Working with colleagues to lead the development and implementation of sustainable action plans to address areas of risk.

• Collaborate with the wider business to enhance service quality and improve the customer journey.

You’ll fit into this role if you have the following:

• Demonstrable Quality Assurance experience with excellent problem solving and decision-making skills.

• Are experienced in producing QA plans.

• Have a ‘can do’ attitude and ability to build relationships across all levels of the business.

• Are skilled at understanding people and able to influence them in a positive way.

• Can promote a focus on customer outcomes and challenge simply following process.

• Can work autonomously and contribute to team objectives.

• Are naturally collaborative and able to inspire this in others.

• Are inquisitive.

• As a global business, we are always interested in hearing from candidates with bi-lingual/multilingual skills.

Many of our colleagues now benefit from working flexibly between the office and home, which helps support a healthy work/life balance.  When you do spend time in our office, you’ll experience bright and open surroundings which offer excellent areas for collaboration as well as desk space.  It’s an ideal environment for working alongside and interacting with fellow colleagues.

What will you get for this role?

• Competitive salary depending on skills, experience, and qualifications.

• Many of our vacancies offer the opportunity to work flexibly, whether from office and/or home

• Healthcare scheme

• A Self Invested Personal Pension Scheme

• Holiday allowance of 25 days plus bank holidays

• Discounts on various products and services

• Employee assistance programme for employee wellbeing

• Life assurance

• Group Income Protection

• Voluntary benefits – dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP app

Working at Sedgwick

Our company is a place where creative and caring people of all backgrounds can be challenged, grow as individuals, and feel a higher purpose in the unique value they bring and the difference they make in the lives of others. We celebrate our differences; cultivating uniqueness and belonging allows us to connect with our consumers on a personal level, understand our clients’ needs, support the communities in which we operate, and perform at our best.

We’re passionate and understanding about our colleagues – so we have built flexibility into our colleague working model. If you wish to work from home, split your working time between the home and office or change your hours so you can collect your children or care for someone in your family, we’re supportive of that. As a flexible employer, we’re happy to discuss options that take into consideration your personal needs for this position during your interview.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to: ID document verification, credit check, address verification, employment verification, employment gap verification, UK DBS, UK financial regulator search, anti-money laundering search, directorship search and global watch list check.

Sedgwick is committed to Equal Opportunity and Diversity. We aim to ensure that no job applicant or employee receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national origins, age, gender, marital status, sexual orientation or disability.

#LI-REMOTE

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.