Insurance Quality Assurance Specialist

5 days ago


Auckland, Auckland, New Zealand TOWER Insurance Ltd. Full time
Company Overview:
TOWER Insurance Ltd. is a unique Kiwi and Pacific insurance provider with over 150 years of history, tracing its roots back to Dunedin. Our values are the heartbeat of every interaction, prioritizing our people and fostering a diverse and inclusive environment where everyone can thrive.

Job Description:
We are on a mission to lead our industry into a customer-centric future with innovation and disruptive thinking. As a Quality Assurance Coach, you will support the Quality Assurance team in contributing to Tower's overall success. Your responsibilities will include reviewing samples of claims interactions and their associated calls, assessing and reporting against agreed measures. You will also provide coaching based on your own reviews as well as findings from the wider QA team, and report on thematic insights, audit data, and coaching outcomes that will assist Tower to execute its claims strategy more effectively and efficiently for the benefit of our clients and shareholders.

Key Responsibilities:
  • Review samples of claims interactions and their associated calls.
  • Assess and report against agreed measures.
  • Provide coaching based on your own reviews and findings from the wider QA team.
  • Report on thematic insights, audit data, and coaching outcomes.

Required Skills and Qualifications:
  • 3-5 years' experience in managing and/or processing insurance claims, or;
  • 1-3 years' experience in quality assurance, risk and compliance, or staff training is desirable.
  • Experience in administration and the preparation of reports - desired.
  • Good understanding of Microsoft suite applications - desired.
  • PowerBI and SQL skills - desired.
  • Broad knowledge of managing and processing insurance claims.
  • Understanding of the NZ Insurance regulatory environment, compliance and obligations.

Benefits:
  • A competitive salary.
  • 16 weeks of paid leave for the primary carer and 4 weeks of paid leave partner’s leave.
  • A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave.
  • Annual Performance Review.
  • Wellness leave instead of sick leave.
  • Career growth opportunities.
  • Flexible workplace options at our beautiful 6 Green Star Fanshawe St office.
  • Discounts on Tower insurance products of up to 50%.
  • Free Life Insurance of up to four times your annual base salary.
  • Paid parental leave top-up for 16 weeks.


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