Insurance Quality Lead

Jobtailor; Greater London; On-site; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Private healthcare cover

Employee Assistance Programme

25 days annual leave

Job summary

Bionic is seeking an Insurance Quality Lead to join our team in London Liverpool Street, enhancing sales performance while assuring compliance. You'll work to uplift broker capability and guide them through best practices.

Candidates should have a background in broker distribution and sales coaching, as well as a strong understanding of commercial SME insurance and regulatory requirements. The role offers a wealth of benefits including private healthcare and an employer-supported CII qualification pathway.

Qualifications

• Experience in broker distribution and sales coaching.
• Strong understanding of broker processes in a tele sales environment.
• Proven track record in developing broking and sales capability.

Responsibilities

• Enhancing sales performance and quality.
• Running monthly coaching cycles and feedback sessions.
• Conducting risk-based reviews and monitoring compliance.

Skills

Broker distribution experience

Sales coaching

QA / Compliance

Commercial SME Insurance expertise

Analytical mindset

Exceptional communication skills

Education

Relevant qualifications such as CII

Job description

Role: Insurance Quality Lead

Salary: £50-£55k

Location: London Liverpool Street

Elevate Your Insurance Career at Bionic!

One of our fastest growing departments within Bionic - offering outstanding progression, commission scheme and your Bionic funded CII qualification!

We are Bionic, the UK’s number one business comparison and switching service. Our mission is to make it radically easier to run a small business and earn the lifetime loyalty of British businesses.

To do this we combine world‑class human service with smart technology and data. Our tech‑enabled experts can quickly match business owners with the best deals on their business essentials – energy, connectivity, insurance, and finance.

We also partner with leading price comparison websites, including Compare the Market, MoneySuperMarket, Uswitch for Business, and Confused.com, who trust us to provide their business energy switching services.

Join Us as an Insurance Quality Lead

We are currently seeking an Insurance Quality Lead to enhance sales performance and quality. This role will work with our existing broking team to drive profitable, compliant growth by uplifting broker capability (sales practice, product knowledge, customer outcomes) and assuring quality across calls, files, and journeys – closing the loop with coaching, technical controls and compliance processes to improve conversion, retention, and regulatory outcomes. This will balance technical depth with a collaborative, coaching mindset to raise standards and outcomes.

Situated in our vibrant, award‑winning sales floor, you will be:

• Developing broker capability and coaching
• Running monthly coaching cycles – reviewing broker calls and files and delivering structured feedback
• Designing and delivering learning on objection handling and creating good customer outcomes
• Partnering with sales leaders and technical controls and compliance teams to ensure conversation diagnostics and good broking practice are maintained across teams and ongoing monitoring is managed by team leaders
• Conducting risk‑based reviews following call listening and post‑call audits to defined standard
• Monitoring and aligning action planning to regulatory compliance reviews
• Documenting findings and possible remediation where issues have been identified
• Maintaining an audit trail for regulatory reviews
• Chairing monthly quality and coaching huddle – agreeing top themes and feedback to sales operations
• Working with Technical and Compliance to approve wording and guardrails
• Ensuring brokers follow the right procedures and ask the right questions to fully understand the risk
• Complying with regulatory requirements, including Data Protection and FCA guidance, as well as adhering to our governance and control framework

About You

Experience in broker distribution, sales coaching, QA / Compliance

Expertise in Commercial SME Insurance with strong understanding of broker processes in a tele sales environment

Proven track record in developing broking and sales capability in a compliant manner

Strong understanding of Consumer Duty, FCA expectations and relevant controls

Analytical mindset to interpret MI, identify patterns and to translate QA data into practical coaching and process changes

Ability to build strong relationships with the operations team and sales leadership to act as a trusted advisor to sales areas

Process improvement focus to investigate root cause analysis and define appropriate solutions

Exceptional written and oral communication skills

Progress towards relevant qualifications such as CII is preferred

Upon passing probation, you will gain full support for your CII studies, including access to our comprehensive apprenticeship programme designed to help you progress, develop your industry knowledge, and build your insurance expertise.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

• Private healthcare cover
• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
• Eyecare scheme
• 25 days annual leave, increasing with tenure
• 1 paid family & religious day of leave per year – following successful probation period
• 1 paid charity volunteering day per year
• Option to buy/sell up to an additional 3 days leave per year
• Enhanced maternity, paternity or shared parental leave
• 2 days off for your wedding upon joining, and up to 5 days after 2 years of service
• Auto‑enrolled salary sacrifice pension scheme
• Life assurance
• Season ticket loans, salary advances & loans to buy/rent a home – based on tenure
• Cycle to work scheme
• Highflyers incentive – a VIP experience for our high performers across Bionic group to celebrate success
• Company summer & Christmas party celebrations, business and local zone year & annual awards and recognition
• Long service awards