High-Performance Quality Assurance Specialist
1 week ago
Our organization is seeking a skilled professional to fill the role of Quality Assurance Specialist. This position plays a vital part in ensuring that our service delivery and performance align with contractual obligations and agency expectations.
The successful candidate will be responsible for recommending and managing improvement and remedial action as required, providing advice and guidance to promote high-quality partner performance, operational excellence, continuous improvement, and effective frameworks for breach and incident management.
Key Responsibilities- Engage with legal firms/icare partners to support, issue directions, monitor, and provide guidance on key matters.
- Benchmark legal firms against KPIs and Service Levels, conducting Performance Reviews to ensure compliance and improvement.
- Monitor allocation of matters between legal firms and liaise appropriately with Technical Claims Manager Lead, Agencies, and Claims Manager as needed.
- Oversee expenditure and billing compliance on legal services, identifying areas for improvement.
- Monitor legal panel firms/partner compliance with contractual and regulatory requirements through partner performance frameworks and proactively address systemic issues or problems.
- Partner with Legal Firms/iCare Partner to oversee adequate resolution of incidents, breaches, and errors, ensuring effective reporting as required.
- Analyse KPI outcomes and budgets to determine how efficiently and effectively goals and objectives are achieved, driving business growth and success.
- Pre-employment checks.
- At least 5-6 years' experience working in QA/contract management/risk & compliance, with a strong track record of delivering high-performance outcomes.
- Demonstrated capability to deliver exceptional results, including service delivery and customer outcomes.
- Effective communicator with the ability to synthesise and translate technical and complex information concisely for diverse audiences.
- Tertiary qualifications in a relevant field.
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