Role Purpose
Executes and supports the Quality Assurance program for CBSM’s commercial operations, ensuring policy administration meets accuracy, compliance, and service standards. Provides objective assessment of operational output, identifies error trends and root causes, and partners with Team Leads and the Operations Manager to drive corrective action and continuous improvement.
Contributes to calibration, coaching insights, and quality reporting that enables CBSM to maintain confidence in delivery to onshore brokers, underwriters, and distribution partners.
Key Responsibilities
Quality Assurance Execution
Perform quality audits on commercial transactions using established sampling methodology and review criteria.
Maintain expert knowledge of QA guidelines, policies, and assessment standards across supported lines of business.
Ensure consistency and objectivity in all audit and review activities.
Error Analysis and Reporting
Identify, document, and analyze error trends, root causes, and systemic process gaps.
Provide clear, actionable reporting on individual and team quality performance to the Operations Manager and Team Leads.
Escalate critical errors and compliance risks promptly with supporting detail.
Calibration and Stakeholder Engagement
Lead and participate in calibration sessions with Operations, Training, and QA colleagues to ensure alignment on quality standards.
Engage across all levels of the business on quality performance, trends, and improvement recommendations.
Partner with Team Leads to translate quality findings into coaching actions and development plans.
Governance and Compliance
Support audit readiness through accurate documentation, record-keeping, and adherence to internal controls.
Ensure QA processes align with Chubb policies, regulatory requirements, and regional standards.
Contribute to the review and update of QA frameworks as processes evolve.
Continuous Improvement
Recommend process and quality improvements based on audit findings and trend analysis.
Support automation and digital initiatives that enhance quality monitoring and reporting.
Contribute to standardization of QA practices across CBSM commercial operations.
Performance Indicators
Audit volume and timeliness
Accuracy and consistency of quality assessments
Error trend identification and root cause analysis
Contribution to corrective actions and process improvements
Experience and Skills
Minimum 5 years’ experience in insurance operations, with at least 2 years in a quality assurance or audit role.
Sound knowledge of commercial insurance processes and policy administration.
Strong analytical skills with the ability to identify patterns and root causes.
Clear, concise communicator capable of engaging with operations and leadership audiences.
Detail-oriented with a structured approach to documentation and reporting.
Experience with QA frameworks, calibration, and audit methodologies is preferred.
Possession of relevant Commercial GI certifications is desirable. Where not yet attained, candidates will receive training and support, with certification required within the designated timeframe.
Skills Required
- Minimum 5 years' experience in insurance operations
- At least 2 years in a quality assurance or audit role
- Sound knowledge of commercial insurance processes
- Strong analytical skills
- Clear, concise communication skills
- Detail-oriented with structured documentation skills
- Experience with QA frameworks and calibration methodologies
- Relevant Commercial GI certifications
What We Do
Chubb is the world’s largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs 31,000 people worldwide. Additional information can be found at: chubb.com.
