QBE Insurance Group
Quality and Complaints Analyst
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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. We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine, and aviation. We employ a team of around 13,000 people in 26 countries around the world. Learn more about QBE Careers today.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills