Insurance QA Auditor: Customer Outcomes

NFP Corp; Tunbridge Wells; On-site; GBP 42,000 - 62,000; Full time

Job summary

NFP is seeking a Quality Assurance Assessor to bolster first-line conduct oversight across the UK. You will join the Conduct and Controls team to review files across new business, renewals and mid-term adjustments, identifying conduct risks and driving improvements for better customer outcomes.

This role requires strong insurance broking experience, a passion for quality and compliance, and the ability to provide clear feedback to stakeholders.

Qualifications

• Minimum 3 years’ experience within commercial, corporate or technical insurance broking.
• Sound understanding of FCA regulatory expectations within an insurance broking/intermediary environment is desirable.
• Strong knowledge of ICOBS, Consumer Duty, vulnerable customer considerations and fair value requirements.
• Experience undertaking QA file reviews, compliance monitoring or operational control activities.
• Strong understanding of the insurance broking lifecycle across new business, renewals and mid-term adjustments.
• Proven ability to review customer files and identify control weaknesses and opportunities for improvement.
• Strong attention to detail with excellent analytical skills.
• Excellent communication skills, with the ability to deliver clear, constructive feedback and influence stakeholders.
• Confident in providing constructive challenge and influencing stakeholders to improve customer outcomes and control effectiveness.
• Experience using Acturis or a similar broking platform.
• Cert CII (Certificate in Insurance) or equivalent.
• Dip CII (Diploma in Insurance) or working towards.
• Any relevant compliance or conduct related training (e.g. Consumer Duty, FCA regulations).

Responsibilities

• Delivering first line quality assurance through structured, risk-based file reviews using agreed sampling methodologies across new business, renewals and mid-term adjustments, ensuring compliance with regulatory requirements, internal policies and QA standards.
• Assessing technical broking activity, including placement rationale, disclosures, customer communications and documentation, to ensure accuracy, quality and good customer outcomes, including consideration of Consumer Duty requirements, fair value and customer understanding where applicable.
• Maintaining a strong focus on customer outcomes by identifying actual or foreseeable harm, assessing evidence of good customer outcomes and escalating material findings, conduct concerns and control weaknesses where appropriate.
• Identifying emerging themes, trends and systemic issues arising from QA activity, including process weaknesses and opportunities for improvement.
• Providing clear, constructive feedback and coaching to operational teams to support continuous improvement and reinforce a “k’right first time” culture.
• Supporting targeted and thematic reviews where recurring issues or heightened conduct risk are identified.
• Contributing to remediation activities, including tracking and monitoring the completion of agreed actions.
• Supporting the production of high-quality QA MI and reporting for senior stakeholders.
• Using insight from complaints, customer feedback and conduct-related events to support thematic reviews and the identification of emerging conduct risks.
• Championing strong conduct standards across the business, promoting awareness of regulatory expectations and good practice.

Skills

QA file reviews

Analytical skills

Attention to detail

Communication skills

Feedback delivery

Stakeholder influence

Constructive challenge

Regulatory awareness

Quality assurance

Coaching

Education

Cert CII (Certificate in Insurance)

Dip CII (Diploma in Insurance)

Tools

Acturis

Job description

NFP is seeking a Quality Assurance Assessor to bolster first-line conduct oversight across the UK. You will join the Conduct and Controls team to review files across new business, renewals and mid-term adjustments, identifying conduct risks and driving improvements for better customer outcomes.

This role requires strong insurance broking experience, a passion for quality and compliance, and the ability to provide clear feedback to stakeholders.