Regional QA Leader — Retail Broking & Customer Experience

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

Job summary

Brown & Brown UK is seeking the Regional Head of Quality Assurance (Retail Broking) to drive quality and compliance across its regional retail operations. The role leads regional QA teams, oversees complaints, and collaborates with compliance to maintain governance standards.

You will shape the QA strategy with senior leadership, translate central priorities into regional action, and continuously improve customer experience through strong quality management and data-driven decisions.

Qualifications

• Strong understanding of Conduct & Quality Assurance operations within the insurance market, ideally in a broking environment.
• Excellent communication and leadership abilities with the capacity to influence across regions.
• Stakeholder management and analytical skills critical to governance and service improvements.
• A full driving licence is beneficial for regional sites and on-site coverage.

Responsibilities

• Act as regional QA leader reporting to Regional Director and aligned with national QA strategy.
• Lead regional QA teams, monitor complaint management, and enhance governance standards.
• Collaborate with regional compliance to maintain regulatory alignment and governance.
• Oversee regional QA performance reporting to senior leadership and regional MDs.

Skills

Leadership

Quality Assurance

Stakeholder Management

Analytical

Communication

IT Skills

Job description

Brown & Brown UK is seeking the Regional Head of Quality Assurance (Retail Broking) to drive quality and compliance across its regional retail operations. The role leads regional QA teams, oversees complaints, and collaborates with compliance to maintain governance standards.

You will shape the QA strategy with senior leadership, translate central priorities into regional action, and continuously improve customer experience through strong quality management and data-driven decisions.