Claims Quality Assurance Specialist - Retail Transformation 80-100%

At Zurich, we have a strong business plan for 2025-2027 and accelerating our Retail business is integral to us winning in the market. Looking ahead, our focus will be to establish standards for Retail Excellence and strengthen our core capabilities, prioritizing where we can deliver the greatest impact: Underwriting, Pricing & Portfolio Analytics, and Claims – this involves enhancing technical capabilities, improve customer experience, establish best-in-class global claims standards, and deliver meaningful customer and financial impact.

Zurich’s claims teams are accountable for ca.8m new claims per annum, across 22 diverse markets. Retail claims represent more than 75% of total claim volume and nearly half of the claim spend.

We are seeking a highly analytical and detail-oriented Quality Assurance (QA) Specialist to support the Retail Claims Transformation initiative. Reporting directly to the Group Head of Retail Claims, the QA Specialist will be responsible for conducting in-depth file reviews to identify claims leakage, assess technical accuracy, and recommend corrective actions. This role is central to driving improvements in claims handling quality, technical performance, and operational discipline across our retail markets.

What you will do

• Conduct targeted and thematic file reviews across priority markets to assess technical accuracy, claims leakage, and adherence to best practices
• Identify patterns of inefficiency, underperformance, or non-compliance and translate them into actionable insights
• Partner with claims handlers and local teams to validate findings and ensure feedback loops are embedded into day-to-day operations
• Track and report on remediation actions, working with local teams to ensure continuous improvement
• Support the development of technical benchmarks and QA tools to enable global consistency with local adaptability
• Contribute to the refinement of claims guidelines and training materials based on insights from QA reviews
• Help define and monitor KPIs related to quality, accuracy, and leakage reduction across retail claims
• Act as a partner to the Retail Transformation team in identifying opportunities to uplift performance and build technical excellence
  
  

What you bring

• 5+ years of experience in retail claims, ideally in technical QA, audit, or claims performance roles
• Strong understanding of Consumer P&C claims handling practices and typical leakage points across lines (e.g., Auto, Home, A&H, SME)
• Proven ability to review and assess large volumes of claims files with high attention to detail
• Experience working in a multinational insurance organisation is preferred
• Excellent analytical, problem-solving, and communication skills
• Fluency in English required; additional languages (especially Spanish, Italian, German or French) a plus
  
  

Additional Information

At our Quai Zurich Campus, our culture and our people are what set us apart. We thrive on face-to-face interactions that drive collaboration, nurture our unique culture, and amplify our success. Enjoy the best of both worlds with the flexibility to work up to two days remotely per week within Switzerland, allowing you to balance personal commitments while excelling in your career. Please discuss your flexibility needs with us during your interview.

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great!
Join us as we constantly explore new ways to protect our customers and the planet.

• Location(s): CH - Zürich
• Remote working: Hybrid
• Schedule: Full Time
• Recruiter name: Grace Cunningham