Quality Assurance Executive

Brown & Brown UK; Rawdon; On-site; GBP 35,000 - 51,000; Full time

Job summary

Brown and Brown (Retail Broking) is seeking a Regional Quality Assurance Executive to drive quality and compliance across all retail operations in the region. The role requires ability to promote service excellence and enhance customer experience, with periodic travel to Durham and Sunderland offices.

You’ll assess QA across the region, provide actionable feedback, and collaborate with managers to deliver improvement plans. Strong communication and stakeholder management skills are essential.

Qualifications

• Strong understanding of insurance operations within a broking environment.
• Acturis knowledge beneficial but not essential.
• Not a compliance-focused role; focuses on quality assurance and customer service.
• Excellent communication, stakeholder management and analytical abilities.

Responsibilities

• Conduct QA assessments across the region to ensure adherence to standards.
• Identify trends, risks and areas for improvement with clear recommendations.
• Deliver constructive feedback and coaching to teammates for quality improvements.
• Discuss audit outcomes and performance themes with managers and leadership.
• Identify training needs and support targeted improvement plans.
• Promote continuous improvement and customer excellence across the region.
• Act as escalation point for quality-related queries and guidance.
• Collaborate with Compliance to share insights and maintain consistency.

Skills

Communication

Stakeholder Management

Analytical Skills

Influencing

Tools

Acturis

Job description

Location: Rawdon (with periodic travel to Durham & Sunderland offices)

Brown and Brown (Retail Broking)

Company Overview

In 1939, Brown & Brown started as a small, two partner firm with a bold vision centred around relationships. This vision has propelled us to grow into one of the world’s largest insurance brokerages, our foundation remains the same: a commitment to trust, resilience, teamwork and delivering results for our customers.

Business doesn’t stand still, and neither do we. Our strength is in our people. With deep local connections and the resources of a global leader, we take an agile, forward-thinking approach to risk. Whether our customers are expanding, evolving or facing new challenges, we build solutions that help protect what they value most.

Our guiding principles shape what we do, and we believe in doing what is best for our customers, communities, teammates, carrier partners and shareholders - always. The cornerstones of our organisation’s guiding principles are people, performance, service and innovation.

Role Summary

The Regional Quality Assurance Executive (Retail Broking) is responsible for driving quality and compliance across all retail operations within their region. This role ensures alignment with the company’s overall QA strategy while promoting service excellence and enhancing customer experience.

Duties & Responsibilities

This is not an exhaustive list and depending on your agreed career path, these duties may change.

Quality Assurance & Business Improvement

• Conduct quality assessments across the region, assessing adherence to company standards, processes and customer outcome expectations.
• Analyse QA findings to identify trends, re-occurring issues and areas of risk, providing clear recommendations for improvement.
• Deliver constructive feedback and coaching directly to teammates, supporting individual development and driving improvements in quality standards.
• Work closely with managers and leadership teams to discuss audit outcomes, quality themes and performance trends within their teams.
• Identify training and development requirements arising from QA activity and support the delivery of targeted improvement plans.
• Promote a culture of continuous improvement, quality and customer excellence throughout the region.
• Act as a point of escalation for quality-related queries.
• Assist with delivering coaching and guidance to teammates to enhance their capability.

Complaints, Breaches & Customer Outcomes

• Monitor and record complaints and breaches in line company procedures.
• Support managers in addressing customer outcome concerns and implementing corrective actions where required.

Reporting & Insights

• Produce and present regular QA reports, highlighting key findings, trends, risks and improvement opportunities.
• Support national QA initiatives and work closely with the Regional QA Manager to ensure consistency of standards and approach across the business.
• Work collaboratively with the Compliance team to share quality assurance insights, highlight trends and themes, and support reporting on key findings, while maintaining a primary focus on quality assurance activities.

Experience, Qualifications & Skills

You’ll have a strong working understanding of insurance operations ideally gained within a broking environment. Acturis knowledge would be beneficial; however, this is not essential.

Whilst an understanding of compliance is beneficial, this is not a compliance-focused role. The position is centred on quality assurance, supporting broking teams to deliver exceptional customer service, identifying development opportunities, and promoting best practice across the business.

A skill set that includes strong Communication, Stakeholder Management, Analytical and the ability to influence others.

Remuneration & Conditions

Monday – Friday 9am – 5pm with a 1-hour lunch break.