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.