New Business Quality Specialist

We’re looking for a New Business Quality Specialist to help us deliver outstanding service, strong governance and high‑quality outcomes across our Life & Pensions operations. You’ll play an important role in ensuring processes run smoothly, quality controls are consistent, and customer experience remains at the heart of everything we do. Working closely with colleagues onshore and offshore, you’ll act as a technical expert, support continuous improvement and help ensure we meet our regulatory, operational and service delivery standards. This is a great opportunity to influence how we work, support team capability and contribute to meaningful change across Aviva Ireland. 

Duties & Responsibilities

• Oversee quality controls, processes and governance across the New Business team, including error, complaint and breach management
• Act as an escalation point for complex queries while ensuring issues are managed quickly and effectively
• Own and maintain departmental processes, procedures, reports and monthly balance checks
• Support exceptional customer experience by promoting systems thinking, reducing failure demand and enabling teams to meet service expectations
• Contribute to continuous improvement initiatives, identifying operational risks and working with stakeholders to support mitigation and transformation activities

Skills & Experience

• Strong technical understanding of New Business processes, systems and operational controls
• Experience working within a risk‑controlled environment, with the ability to identify, escalate and document operational risks
• Excellent planning, organisation and prioritisation skills, especially in a high‑volume environment
• A customer‑first mindset with the ability to influence, problem‑solve and support colleagues effectively
• Adaptability and openness to new ways of working, including process improvements and cross‑team collaboration

What will you get for this role?

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.  And one of the ways we live up to that promise is by investing in you.  We have so much to offer when it comes to being an Aviva colleague.

• A competitive market leading salary depending on skills, experience, and qualifications.
• Generous pension (employee contribution matching of up to 14% if you contribute 8%).
• Annual performance related bonus and pay review.
• Holiday allowance of 25 days plus bank holidays, and the option to buy/sell up to 5 additional days.
• Generous Health & dental insurance.
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme.
• TaxSaver Travel Scheme.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family.
• Professional qualification support and transparent career progression plans.
• Brilliantly supportive policies including parental and carer’s leave.
• Flexible benefits to suit you, including sustainability options such as cycle to work .
• Make a difference, be part of our Aviva Communities and use your paid volunteering days to help others.
• We take your wellbeing seriously with lots of support and tools.

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact kate.ohara@aviva.com