Salary: £30,000 – £33,000
Location: Hybrid or Fully Remote
Hours: 37.5 hours per week (Monday–Friday, between 08:00–20:00)
As one of the world’s leading International Medical Insurance providers, IMG supports individuals and organisations of all sizes across the globe. Every second of every day, our products deliver Global Peace of Mind® to people travelling, living, or working internationally—whether for a short trip or a long-term adventure.
At IMG, quality, fairness, and customer trust sit at the heart of everything we do.
About the RoleWe’re seeking an experienced and motivated Global Quality Assurance Specialist to join our Global Quality & Process Improvement Team.
In this role, you’ll work closely with Global Quality Leadership to ensure the highest standards of complaint, appeal, and escalation handling across the business—meeting all client, policy, and regulatory requirements.
You’ll take ownership of complex and regulated complaints, support enterprise-wide quality and process improvement initiatives, and play a key role in shaping how we deliver outstanding service to our customers worldwide.
If you enjoy working in a regulated environment, thrive on problem-solving, and want to make a meaningful impact on customer outcomes, this could be the perfect next step in your career.
What You’ll Be Doing- Manage and resolve complaints across the business, including FCA, ICB, and DOI regulated cases
- Review, log, acknowledge, and resolve complaints in line with regulatory standards
- Handle complex, escalated, and regulated complaints, escalating appropriately to Global Quality Leadership
- Prepare and submit Financial Ombudsman Service (FOS) and other regulatory file requests
- Review appeals and complaint escalations through to resolution
- Conduct quality checks, audits, and case reviews, reporting insights and trends to leadership
- Collaborate with Operations and Claims teams to drive service quality and performance improvements
- Use customer feedback and technology to enhance customer journeys
- Communicate service delivery issues, training needs, and emerging risks to the Global Quality Team Leader
- Support the development of quality, compliance, and performance metrics
- Share insights and recommendations to improve processes and training across the enterprise
- Minimum 3 years’ experience in a regulated insurance environment (claims, complaints, or customer service)
- Excellent written and verbal communication skills
- Strong analytical mindset with the ability to identify trends and drive data-led decisions
- High attention to detail and ability to follow complex instructions
- Confident, customer-focused communicator with strong interpersonal skills
- Self-motivated, enthusiastic, and proactive with a “can-do” attitude
- Strong organisational skills with the ability to prioritise and perform under pressure
- Working knowledge of Microsoft Word, Outlook, and Excel
- Complaints handling experience in a regulated environment
- Exposure to appeals, complex case reviews, or quality auditing
- Claims adjustment experience
- Knowledge of medical coding (ICD-10, CPT)
- Understanding of regulatory requirements such as GDPR, HIPAA, Consumer Duty, Treating Customers Fairly
- Experience supporting vulnerable customers and adapting communication to their needs
- Competitive salary of £30,000 – £33,000
- Hybrid or fully remote working options
- 22 days holiday plus 8 bank holidays (increasing up to 30 days)
- Birthday and Christmas Eve off
- Career development support and employee recognition awards
- Summer and holiday parties, plus surprise perks such as concert tickets
- A diverse, inclusive, and globally connected team
- The opportunity to influence quality, shape processes, and drive meaningful change
This is your opportunity to help shape global quality standards, improve customer experiences, and make a real impact in a mission-driven organisation that values innovation, collaboration, and bold thinking.
Apply now and take the next step in your career with IMG.
