IMG (International Medical Group) · 1 day ago
Global Quality Assurance Specialist
United States
Full-time
Remote
Mid Level
3+ years expIMG (International Medical Group) is one of the world's top International Medical Insurance companies, seeking a Global Quality Assurance Specialist to join their team. This role is crucial for managing customer complaints and ensuring compliance with regulatory requirements while supporting quality and process improvement initiatives.
Insurance
No H1B
Responsibilities
Effectively and accurately managing complaints across all areas of the business including those regulated by FCA/ICB/DOI
Review all complaints in line with FCA/ICB/DOI regulations, to establish the cause of the complaint, ensuring all are acknowledged, logged, and managed through to resolution
Complete and register all Financial Ombudsman Service (or any other regulatory body) file requests
Communicate with underwriters, customers, regulatory bodies and internal teams regarding ongoing complaints and ensure all relevant parties are kept updated throughout
Review appeals and manage to resolution
Ability to leverage technology & customer feedback to improve customer journey
Complete quality checks and audits, and report results to department management where required
Communicate any service delivery issues, training needs, complaints (actual or likely), to the Global Quality Team Leader
Collaborate to work with Operations and claims management to improve quality and performance through case reviews
Assist the Global Quality Leadership team to identify and evaluate business processes and customer journeys, helping to develop and implement quality and compliance metrics and identifying opportunities to improve the quality of the service provided
To carry out any other tasks for which adequate training has been provided, at short notice, as agreed with line manager or other members of the management team
Share feedback and recommendations with relevant managers on process and training
Qualification
Required
Minimum 3 years of experience in a regulated insurance environment, preferably in a claims handling, complaints handling and/or customer service role
Excellent communication skills, with the ability to effectively interact with customers, team members, and senior management
Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions
Attention to detail and good listening skills. Can follow complex instructions
Good interpersonal and customer service skills (both written and spoken)
Enthusiastic, self-motivated with a ‘can do' attitude
A sound working knowledge of Microsoft Word, Outlook and Excel is a requirement
The ability to work under pressure as part of a close-knit team
Excellent organizational skills, including the ability to prioritize workload and use own initiative
Preferred
Minimum 1 year experience in a complaints handling experience in a regulated environment
Previous experience and knowledge of handling appeals, complex case or claim reviews and or quality auditing would be advantageous but not critical as training can be provided
Previous experience and/or proven working knowledge of performing claims adjustments
Command of medical coding, such as ICD-10 and CPT
Knowledge of regulatory requirements related to complaints handling, such as GDPR or HIPAA, is preferred, with awareness of Treating Customer Fairly & Consumer Duty requirements, including recognition of Vulnerable Customers and adapting to their needs
Benefits
Comprehensive benefits package including Medical / RX / Dental / Vision / Life insurance
401k Plan with company match
Paid Time Off and Company Paid Holidays
Free employee parking
On site fitness center
Casual dress environment
Tuition reimbursement plan
Company
IMG (International Medical Group)
IMG, a SiriusPoint company, is an award-winning global insurance benefits and assistance services company that has served millions of members worldwide since its founding in 1990.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-05-26Acquired
Leadership Team
Will Nihan
Chief Executive Officer
Justin M. Poehler
Chief Commercial Officer
Recent News
Life Insurance International
2025-12-25
Canada NewsWire
2025-11-04
2025-10-31
Company data provided by crunchbase