Regional QA Leader — Insurance & Customer Excellence

Brown & Brown UK; Billericay; On-site; GBP 90,000 - 120,000; Full time

Job summary

Brown & Brown UK is a market-leading broker who seeks a Regional Head of Quality Assurance (Retail Broking) to drive QA across regional operations and align with the group QA strategy to promote service excellence.

You will lead regional QA teams, oversee complaints handling and collaborate with Compliance to maintain governance standards, delivering insights to improve customer outcomes and quality.

Qualifications

• Proven experience in QA within the insurance broking sector is preferred.
• Strong analytical and data-driven approach to identify improvements.
• Excellent communication and stakeholder management skills.
• Ability to influence senior managers through audit findings.

Responsibilities

• Conduct QA audits and file reviews across the region to ensure standards.
• Analyse audit findings to identify trends and improvement opportunities.
• Provide coaching to teams to raise quality and performance.
• Discuss audit outcomes with leadership to drive actions.
• Identify training needs and support targeted improvement plans.
• Promote a culture of continuous improvement and customer excellence.

Skills

QA leadership

Stakeholder management

Audits & compliance

Analytical thinking

Leadership & coaching

IT skills

Job description

Brown & Brown UK is a market-leading broker who seeks a Regional Head of Quality Assurance (Retail Broking) to drive QA across regional operations and align with the group QA strategy to promote service excellence.

You will lead regional QA teams, oversee complaints handling and collaborate with Compliance to maintain governance standards, delivering insights to improve customer outcomes and quality.