Regional Quality Assurance Manager

Brown & Brown UK; Billericay; On-site; GBP 110,000 - 140,000; Full time

Job summary

Brown & Brown UK is seeking a Regional Head of Quality Assurance (Retail Broking) to drive quality and compliance across the regional retail operations, aligning with the group QA strategy and elevating customer experience.

You will lead regional QA teams, oversee complaints handling, partner with compliance to maintain governance, monitor service quality, support the regional MDs, and report performance to senior leadership.

Qualifications

• Strong understanding of Conduct & Quality Assurance operations within the insurance market ideally gained within a broking environment.
• A skill set that includes strong Communication, Leadership, Stakeholder Management, Analytical and IT skills coupled with the ability to influence others.
• A full driving licence would be beneficial as not all hubs are easily accessible via public transport

Responsibilities

• Engage with Regional Leadership: Act as the regional QA leader, report directly to the Regional Director and maintain a dotted line to the Head of QA for national strategic alignment.
• Support Strategic Initiatives: Implement and monitor key focus areas identified at a central level, ensuring successful execution within their region.
• Collaborate with Regional Compliance: Work closely with compliance teams to maintain alignment and strengthen governance frameworks.
• Promote Excellence and Customer Experience: Drive a culture of quality and service excellence, ensuring every customer interaction meets high standards.
• Monitor and Improve Service Quality: Analise complaints and service data to identify trends and implement strategies that improve customer outcomes.
• Provide Oversight and Leadership: Lead and manage the local QA teams, including designing and maintaining team structures and supporting local QA managers/ teammates where applicable.
• Ensure Training and Capability: Ensure QA team members receive the necessary training and development to perform their roles effectively.
• Additional support for local MD and directors, providing an additional senior teammate on site.
• A referral point for the wider leadership team, helping teammates resolve issues and problems.
• Resolve QA Challenges: Address issues escalated by local QA teams promptly and effectively.
• Complaints and Breach Management: Monitor and report complaints and breaches within the region, ensuring timely resolution and adherence to standards.
• Ensure adherence to company policies, regulatory requirements, and industry standards.
• Prepare and present regional QA performance reports to regional senior leadership and to the head of QA when necessary.

Skills

Leadership

Communication

Stakeholder Management

Analytical Skills

IT Skills

Driving Licence

Job description

The Regional Head of Quality Assurance (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.

The position provides leadership to regional QA teams, oversees complaint management, and collaborates with compliance counterparts to maintain governance standards.

Key Responsibilities

You may be required to carry out additional tasks that are reasonably within the scope of your role and comply with applicable laws and company policies.

Strategic Leadership & Governance

• Engage with Regional Leadership: Act as the regional QA leader, report directly to the Regional Director and maintain a dotted line to the Head of QA for national strategic alignment.
• Support Strategic Initiatives: Implement and monitor key focus areas identified at a central level, ensuring successful execution within their region.
• Collaborate with Regional Compliance: Work closely with compliance teams to maintain alignment and strengthen governance frameworks.

Quality & Customer Experience

• Promote Excellence and Customer Experience: Drive a culture of quality and service excellence, ensuring every customer interaction meets high standards.
• Monitor and Improve Service Quality: Analise complaints and service data to identify trends and implement strategies that improve customer outcomes.
• Provide Oversight and Leadership: Lead and manage the local QA teams, including designing and maintaining team structures and supporting local QA managers/ teammates where applicable.
• Ensure Training and Capability: Ensure QA team members receive the necessary training and development to perform their roles effectively.
• Additional support for local MD and directors, providing an additional senior teammate on site.
• A referral point for the wider leadership team, helping teammates resolve issues and problems.
• Resolve QA Challenges: Address issues escalated by local QA teams promptly and effectively.
• Complaints and Breach Management: Monitor and report complaints and breaches within the region, ensuring timely resolution and adherence to standards.

Compliance & Reporting

• Ensure adherence to company policies, regulatory requirements, and industry standards.
• Prepare and present regional QA performance reports to regional senior leadership and to the head of QA when necessary.

About you:

You'll have a strong working understanding of Conduct & Quality Assurance operations within the insurance market ideally gained within a broking environment

A skill set that includes strong Communication, Leadership, Stakeholder Management, Analytical and IT skills coupled with the ability to influence others

A full driving licence would be beneficial as not all hubs are easily accessible via public transport