Quality Analyst – Process Improvement (Hybrid, Auckland)

About the role

Join Marsh's Operations team in Auckland as a Quality Analyst (Process Analyst). This hybrid position requires you to work in the office at least three days a week and will focus on driving continuous improvement across our insurance and financial services processes.

Key responsibilities

• Develop a deep understanding of current operational processes across Marsh and MMB Operations.
• Identify and lead continuous‑improvement initiatives in partnership with team leaders and colleagues.
• Implement and manage regular quality audits, ensuring standards are met and corrective actions are taken.
• Create and maintain process documentation, including process maps and SOPs.
• Conduct root‑cause analysis on operational and quality failures and monitor improvement plans.
• Collaborate with the NZ business technology team to automate routine manual tasks.
• Develop training materials and support the embedding of a continuous‑improvement culture.
• Prepare timely, accurate reports to support operational and quality objectives.
• Build and maintain strong relationships with internal and external stakeholders.
• Adhere to company policies on quality, risk, compliance, and professional development.

Required profile

• University degree or equivalent work experience.
• At least 3 years in a similar role, with 2 years in insurance or financial services preferred.
• High proficiency with Microsoft 365, Excel and macros.
• Experience with AI tools is an advantage.
• Strong analytical, documentation, numerical and organisational skills.
• Familiarity with quality‑management frameworks is a plus.
• Ability to work collaboratively across all levels of the organisation.
• Experience with technology solutions and process‑improvement initiatives.
• Knowledge of the insurance market, client handling and claims management.

Required skills

• Microsoft 365
• Excel (including macros)
• AI tools

What we offer

• Professional development opportunities and supportive leadership.
• A vibrant, inclusive culture with talented colleagues.
• Career progression, benefits and rewards that enhance well‑being.