Quality Assurance Assessor

AON; Bromsgrove; On-site; GBP 30,000 - 46,000; Full time

Job summary

NFP is seeking a Quality Assurance Assessor to strengthen first line conduct oversight across the UK, delivering structured QA reviews of new business, renewals and mid-term adjustments to ensure good customer outcomes and regulatory compliance.

You will work with the Conduct and Controls team to review files, identify control weaknesses, provide constructive feedback, and support remediation and reporting to senior 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.

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 “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

Insurance broking experience

Regulatory knowledge

QA/testing

Analytical skills

Stakeholder communication

Acturis experience

Education

Certificate in Insurance

Diploma in Insurance (Dip CII)

Tools

Acturis

Job description

To keep up with our growth in the UK and Ireland, we're looking for a dedicated Quality Assurance Assessor as we continue to strengthen our first line conduct oversight capabilities across the UK.

As part of the Conduct and Controls team, you will play a key role in providing assurance that our broking activities consistently deliver good customer outcomes and meet regulatory and internal standards. You will conduct structured file reviews across new business, renewals and mid-term adjustments, identify emerging conduct risks, and use insight to drive continuous improvement across the business.

This is an exciting opportunity for someone with strong technical insurance broking experience and a passion for quality, conduct, and customer outcomes to help shape and enhance our QA framework.

Here at NFP (an Aon company), we pride ourselves on being a local business with a global reach. This isn't just corporate jargon, it highlights our commitment to building close, lasting personal relationships with our clients, while possessing the rare capability of solving their full range of business and people challenges around the world.

We're looking for someone with:

• 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 (desirable).
• Dip CII (Diploma in Insurance) or working towards.
• Any relevant compliance or conduct related training (e.g. Consumer Duty, FCA regulations).

Using these skills you will be:

• 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 “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.

We’re committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage of the application or interview process, please let our Talent Team know – we’ll do our best to support you. Please email [e-mail] for more on this.