Audit and Quality Performance Lead
Hybrid · Leeds, England, United Kingdom
Job Summary
Lead on claim file audits and quality reviews across the liability team, including both file and call reviews. Review claims to ensure correct, fair, and consistent decisions and that standards are met. Identify issues, trends, or knowledge gaps and explain them clearly for team learning. Design training plans and learning materials with colleagues in the wider technical community. Deliver training and technical guidance to claims handlers online and face to face. Act as a technical point of contact offering advice and coaching on complex liability issues. Oversee quality reviews for high‐profile clients (including disputes, litigation, and high‐value or complex losses). Manage a small number of claims for a key client to stay close to day-to-day handling and decision‐making. The role emphasizes technical governance, quality assurance, and developing team capabilities within a global risk and claims management environment.
Required Qualifications
- Strong, hands-on experience handling liability claims (Employers’ Liability, Public Liability, Products Liability)
- Experience managing personal injury and property damage claims from start to finish
- Solid understanding of legal liability, policy cover, and sound day-to-day claims decision-making
- Experience in a TPA, insurer, loss adjuster, or claims handling environment, with exposure to audits or quality reviews
- Ability to review work and provide clear, practical feedback to support improvement
- Strong communication with claims teams, clients, and colleagues
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