Quality & Business Improvement Analyst 02/2024 – current• Partnering with business stakeholders and Operations management to ensure established Quality Assurance KPIs are achieved and maintained for onshore and offshore teams.• Conducting regular quality checks, and implementing feedback, support, training and coaching to team members to improve and maintain adherence to quality excellence.• Proactively undertaking regular analysis and review of existing business processes to determine and implement potential improvements.• Collaborating with business stakeholders in a subject matter expert capacity to implement business improvement initiatives.• Identification and mitigation of operational and quality business risks.

• First point of contact for operational and process queries between Underwriting product teams and offshore administrative teams, and acting as a conduit in supporting these teams to work together constructively.• Ongoing core focus on identifying and implementing business improvement initiatives, such as:• Consistently tracking and analysing process constraints/gaps, and utilising this data to inform process changes and improvement action plans.• Transitioning tasks from the Underwriting product teams to the offshore administrative teams, to increase service capacity across the business• Facilitating mentoring, coaching and training sessions with colleagues regarding new and existing business processes, to drive continuous operational improvement and accountability. • Drafting and maintaining internal process guides in process mapping software, and conducting regular reviews for standardisation, optimisation and efficiency. • Providing recurring monthly operational reports to key business stakeholders.• Conducting monthly Induction sessions for new employees to encourage and instruct on best practices when working with the Operations teams.• Providing status updates on system or process changes to affected stakeholders.• Proficient use of MS Office Suite• Strong knowledge of insurance processes and systems• Excellent relationship management skills with a customer centric attitude and focus

• Clients’ first point of contact with the business • Focusing on delivering excellent client-centred care to a consistently high professional standard• Experience in interpreting varying client needs and serving vulnerable clients• Friendly and confident phone manner• Working independently, problem solving and applying personal initiative• Working to strict KPIs/KRAs• Understanding and working with multiple software systems at one time• Ability to learn, retain and apply a significant volume of new information rapidly to meet position requirements

• Worked under pressure in team environments, requiring excellent communication, meaningful contributions and meeting tight deadlines consistently• Processed employment applications, assigning applicants to suitable roles• Analysed electoral boundaries and amended incorrect personal information of citizens in secure databases• Understood and obeyed strict electoral protocols• Ensured accuracy whilst collating, analysing and recording early postal and pre-poll votes• Collated, analysed and recorded election day ballots