Quality and Complaints Analyst

Primary Details

Time Type: Full time

Worker Type: Employee

Quality and Complaints Analyst

Overview of the role

Provide support to the Quality Performance Team Lead to monitor, manage, and improve quality, underwriting complaints, and compliance across QBE Operations.

This role is critical to ensuring complaints handling and regulatory processes are delivered effectively, with clear performance oversight and a focus on continuous improvement.

This role is a hybrid role based in either Stafford or Chelmsford.

Your New Role:

You will be part of the Operations Performance Improvement team, supporting the delivery of insight and enhancements across operations. The role spans a range of operational and analytical activities, including:

• Managing underwriting complaints end-to-end, including inbox oversight, case coordination, and stakeholder engagement (Underwriters, Coverholders, Lloyd’s and customers), ensuring responses are delivered accurately and within regulatory deadlines

• Delivering accurate and timely Employer’s Liability Tracing Office submissions, reporting, and compliance activities

• Proactively monitoring exceptions, investigating issues, and ensuring resolutions are delivered within agreed timeframes

• Producing and managing Lloyd’s syndicate protocol reporting, ensuring consistency, accuracy, and adherence to deadlines

• Coordinating Delegated Underwriting Authority High Conduct Risk reporting, including inbox management and tracking outstanding returns

• Supporting audit preparation and investigating ad-hoc data queries, maintaining high levels of accuracy and attention to detail

• Maintaining and enhancing key operating documents and processes to ensure clarity, consistency, and control

• Contributing to project activity and supporting the implementation of improved quality control processes across Operations

About you

• Experience in operations, quality, complaints, or risk within an insurance environment

• Strong Excel skills, with confidence working with data sets and producing reports (pivot tables and formulas desirable)

• Highly organised with the ability to manage multiple priorities and deliver to tight deadlines

• Excellent communication skills, both written and verbal, with the ability to engage effectively with a range of stakeholders

• Comfortable working across detail-heavy processes while maintaining accuracy and attention to detail

• Proactive and solutions-focused, with a strong sense of ownership and drive to improve processes and outcomes

At My Best - QBE Benefits

You are more than your work – and QBE is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. We offer an extensive choice of other options to suit you!

QBE Awards

Some of the award’s QBE are proud to have won, been a finalist for, and shortlisted for include;

Insurance Post British Insurance Awards 2025: Winner: Commercial Lines Insurer of the Year,
Winner: Reinsurer of the Year - QBE Re, Winner: ESG, Diversity, Equity and Inclusion Initiative of the Year, Winner: Insurance Personality of the Year - Chris Wallace, Executive Director UK insurance

AXCO Global Insurance Awards 2024 Winner: Network Management of the Year

Insurance Business UK 5-Star Cyber Awards 2024: QBE rated as a 5-Star Cyber Insurer

UK IT Industry Awards 2023 Winner: Green Technology Innovation of the Year

Working Dads Employer Awards 2023 Winner: Parental Policies Award

Skills:

Communication, Complaint Management, Critical Thinking, Data Entry, Intentional collaboration, Managing performance, Microsoft Applications, Operational Efficiency, Operations Management, Process Improvements, Professional Development, Report Writing, Risk Management, Stakeholder Management, Workload Management

Application Close Date: 14/07/2026 11:59 PM

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.