Senior Quality Assurance Performance and Improvement Auditor

The Firm

Clyde & Co is a global law firm with 400 partners, 2000 legal professionals and 3600 staff in over 40 offices across six continents. Its core global sectors position it at the heart of global trade and commerce: insurance; marine, natural resources and energy; projects and construction; aviation. Our vision is to be our clients first choice for complex, multi-jurisdictional matters in our chosen sectors by investing in our core practice areas in chosen locations, serving an international client base and build a network of offices in key trading zones. Our key focus is also to become the "go to" firm in emerging markets, running ourselves professionally by attracting and developing the best people.

The Department

Clyde & Co has one of the largest and most highly regarded teams in the casualty sector and insurance sector, providing a complete range of legal and claims services to liability insurers, defence organisations, medical providers and their customers.

Our focus is on insurers, risk carriers, corporate policy holders, self-insured organisations, and brokers. We are panel advisors to major composites and London market insurers; we focus only on the defence of insurers and insureds

We are a fast-growing personal injury and insurance team consistently ranked in the top tier in the legal directories and have specialist expertise across the full spectrum of personal injury claims including catastrophic injury, disease, employers' and public liability and motor. The claims we handle range from large scale and complex multi-track catastrophic injury to small and fast-track liability claims.

We have a proven track record of successfully defending cross border claims worldwide and skilfully dealing with the complex jurisdictional and applicable law issues that this type of litigation brings.

Our partners and lawyers are dedicated to delivering commercially beneficial solutions for clients, acting early to combat inevitable inflation and impact on reserves. We are always mindful of the value of the relationship between insurers and insureds and of the quality that needs to extend throughout the claims cycle, however complex the issues or the value at stake.

The Role

The Senior Performance and improvement Auditor role sits within the Quality Assurance Team, who work independently from fee earning teams, reviewing compliance to Client SLA's, regulatory requirements, as well as our own internal best practice. The purpose of the role is to focus on developing strategies for the delivery of improvement to compliance with these requirements by way of operational training to the business areas. The jobholder will work closely with the QA improvement Analysts, collaborating with business areas, understanding

analysis, and working with the QA Manager and the team to develop a plan for improving results within our business helping to develop a culture of Continuous Improvement.

Key Responsibilities

Service delivery

  • Collaborate with key stakeholders [Partners, Business Unit Managers, Supervisors, Management Information team] to ensure case handlers receive suitable induction training on client operational processes, systems including MI, SLA compliance and self-audit requirements.
  • Ensure QA Probationary process followed, and additional training support is provided to enable the business to effectively performance manage new starters.
  • Monitor and interrogate MI and self-audit results in collaboration with the QA Improvement Analysts to identify operational training requirements across the Casualty teams, collaborating with key stakeholders to proactively manage performance shortfalls.
  • Monitor and interrogate MI and self-audit results following training to ensure all training has been effective. Comply with the QA Training request process in recording all training outcomes and feeding back to the business.
  • Collaborate with the QA, MI and case management development teams to ensure all feedback on training is communicated and recommendations made for process improvements to promote efficiency of all teams is given.
  • Following any Client Account process changes liaising with stakeholders across the firm to ensure any system or process changes are identified and training provided.
  • Responsibility for delivering Annual Key Account Refresher Training across all service lines.
  • Identify opportunities in collaboration with key stakeholders [Partners, Business Unit Managers, Supervisors, MI team] for enhanced service delivery through new ways of working, process efficiency, technology and IT solutions to ensure continuous improvement and support business integration and delivery of new initiatives.
  • Assist partners with 'on - boarding' of new work and operational training delivery
  • Undertake ad hoc projects as required.
  • Attendance at internal review meetings as required. Governance
  • Ensure all training materials are documented and version controlled with sufficient detail for the business to identify the training provided.

Essential Skills and Experience

  • Excellent knowledge of legal/insurance industry litigation process gained from established legal insurance practices or insurance company specifically the claims function.
  • Experience of training development and delivery in group and individual settings as well as face to face and online training.
  • Audit background advantageous.
  • Excellent verbal and written communication skills.
  • Good knowledge of case management systems, MI requirements/definitions and SLA's
  • Understanding of data/MI issues.
  • Proven experience of collaborative working and an ability to forge relationships with key individuals across all of the different practice areas and business support teams.
  • Demonstrates attention to detail with a high level of accuracy
  • Positive and tenacious with the ability to proactively drive initiatives forward.
  • Strong organisational skills and the ability to handle priorities within tight timescales
  • Organised and structured approach to tasks to ensure matters are progressed and implemented
  • Readily identifies opportunities for knowledge sharing

Business Services Competencies

Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

    • Technical Excellence
    • People and Team
    • Client/Stakeholder Relationships
    • Service Delivery and Commercial Awareness
    • Personal Effectiveness
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