Insurance Quality Lead — Coaching, Compliance & Growth

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

Benefits offered by this job

Private healthcare

Employee Assistance Programme

Eyecare scheme

25 days annual leave

Volunteer day per year

Job summary

The Bionic Group is hiring an Insurance Quality Lead to uplift broker capability, drive compliant growth, and monitor quality across calls and files. You will coach the broking team, design training on objection handling, and collaborate with Sales Leaders, Compliance and Technical Controls to ensure robust governance and risk management.

Based on SME insurance experience, you will balance technical depth with coaching, aiming to improve conversion, retention and regulatory outcomes on a

Qualifications

• Experience in broker distribution, sales coaching, QA / Compliance.
• Expertise in Commercial SME Insurance with understanding of broker processes in tele-sales.
• 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 translate QA data into coaching.
• Ability to build strong relationships with operations and sales leadership as trusted advisor.

Responsibilities

• Develop broker capability and coaching
• Run monthly coaching cycles – review broker calls/files and provide feedback
• Design learning on objection handling and customer outcomes
• Partner with sales leaders, controls and compliance to maintain good broking practice
• Conduct risk-based reviews following call listening and post-call audits
• Monitor action planning to regulatory reviews
• Document findings and remediation where issues identified
• Maintain audit trail for regulatory reviews
• Chair monthly quality and coaching huddle with Sales Ops
• Work with Technical and Compliance to approve wording and guardrails
• Ensure brokers follow procedures and ask right questions to assess risk
• Comply with Data Protection and FCA guidance and governance framework

Skills

Broker distribution

Sales coaching

QA / Compliance

Commercial SME Insurance

Consumer Duty understanding

MI analytics

Relationships with operations/sales

Root cause analysis

Excellent communication

CII studies preferred

Education

CII studies preferred

Job description

The Bionic Group is hiring an Insurance Quality Lead to uplift broker capability, drive compliant growth, and monitor quality across calls and files. You will coach the broking team, design training on objection handling, and collaborate with Sales Leaders, Compliance and Technical Controls to ensure robust governance and risk management.

Based on SME insurance experience, you will balance technical depth with coaching, aiming to improve conversion, retention and regulatory outcomes on a