Job Description

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Join a Global Leader in Medical Insurance

Become Our New Quality Assurance Specialist at IMG!

At

IMG

, we're more than just a medical insurance provider--we're a lifeline for travellers, expats, and global citizens navigating life's unexpected moments. As a

Quality Assurance Specialist

, you'll be at the heart of our mission: ensuring every claim, every interaction, and every resolution meets the highest standards of care and compliance.

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Location: United Kingdom

Contract Type: Full-Time, Permanent

Salary: 29,000 - 35,000 (Based on Experience)

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Why This Role Is a Game-Changer

This isn't just a back-office role--it's a chance to shape the customer experience for thousands of people worldwide. You'll be the voice of quality, the guardian of standards, and a key player in driving continuous improvement across our claims and assistance teams.

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What You'll Be Doing

Handle and resolve complaints with empathy and precision Conduct quality audits and share actionable insights Collaborate with teams to enhance service delivery and compliance Support vulnerable customers with tailored care Drive improvements through root cause analysis and feedback loops Partner with training and operations to elevate team performance Liaise with underwriters, regulatory bodies, and internal stakeholders Monitor and report on quality trends and KPIs Contribute to the development of standard operating procedures Assist in regulatory file requests and appeals management
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What We're Looking For

Essential Skills & Experience:

?? 5+ years in claims processing or 24/7 assistance handling (travel or PMI)

?? Strong written and verbal communication skills

?? High attention to detail and analytical thinking

?? Experience handling complaints in a regulated environment (FCA/ICB)

?? Ability to identify vulnerable customers and adapt support accordingly

?? Strong organisational skills and ability to prioritise independently

?? Proficiency in Microsoft Office (Word, Outlook, Excel, Teams)

?? Experience conducting audits and quality reviews

?? Commercial awareness and sound decision-making skills

?? Ability to work under pressure and meet deadlines

Preferred Skills:

? Previous experience in quality assurance or customer service

? Familiarity with case review processes and RCA methodology

? Experience developing or improving customer journeys

? Knowledge of compliance metrics and regulatory standards

? Experience working with cross-functional teams

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What We Offer

? Hybrid & Remote Working Options

? Internal Promotion Opportunities

? Diverse & Inclusive Culture

? Birthday Day Off + Christmas Eve Off

? 22 Days Leave + 8 Bank Holidays (rising to 30 days)

? Summer & Christmas Parties

? Surprise Rewards (Yes, even Beyonce tickets!)

? Employee of the Month/Year Awards

? 2 Volunteer Days Annually

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Ready to Make a Global Impact?

Whether you're just stepping into quality assurance or bringing years of experience, IMG is where your career can thrive. We'll support your growth with expert training, a collaborative team, and opportunities to make a real difference.

Apply now

and help us deliver peace of mind--one claim at a time.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.




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