Claims Quality Assurance Analyst

Job Details

Job Type: PermanentPosition: Claims Quality Assurance AnalystReporting to: Group Head of Claims Quality Assurance & GovernanceType: Full TimeLocation: London (Hybrid)

Team Overview

The Quality Assurance & Governance team is a central reference for best practices and continuous improvement across Hiscox, driving claims quality assurance and governance. Team members engage with stakeholders across the organization, promoting standardised processes, calibration and ongoing development in claims handling.

Key Responsibilities

• Conduct comprehensive reviews of claims files to ensure compliance with regulatory and internal quality frameworks, assessing adherence to Hiscox Claims Best Practices.
• Identify trends, recommend corrective actions and support the development and implementation of training and remediation plans.
• Prepare detailed management information (MI) and analytical reports, synthesising data, presenting actionable recommendations and communicating findings to stakeholders.
• Perform quality assurance audits (internal and TPA where appropriate), reviewing claims and measuring results against best practice standards and regulatory requirements.
• Re‑review assessor assessments to ensure calibration in scoring and assessment.
• Collaborate with business units and management teams to provide constructive feedback, deliver training sessions where appropriate and propose remedial action plans.

Specification & Experience

• Claims Quality Assurance review handling is a must.
• Knowledge or experience of working in the Lloyds London Market.
• Experience of working across multiple internal and external teams, including third‑party suppliers.
• Strong people and relationship‑building skills, with the ability to influence and negotiate.
• Excellent communication skills, both oral and written.
• Analytical ability, pragmatic, commercial and solution‑oriented.
• Confidence in making decisions and ability to work within a team.
• Good commercial awareness.
• Understanding of relevant classes of business, products and services within the London Market, policies, processes, systems and the legal and regulatory environment.

Working Arrangements

This role is based in London with a hybrid working model, allowing employees to manage their own work‑life balance while contributing to the team’s success.

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