Regional Quality Assurance Manager

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

Job summary

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

The role provides leadership to regional QA teams, oversees complaints, and collaborates with Compliance to uphold governance standards and continuous improvement initiatives.

Qualifications

• Strong working understanding of QA operations in insurance
• Leadership and coaching of regional QA teams
• Ability to analyse audit findings and drive improvements

Responsibilities

• Lead regional QA function and provide direction to the team
• Oversee complaint management and ensure customer outcomes align with standards
• Collaborate with Compliance to maintain regulatory governance
• Produce QA reports and present insights to Regional Directors
• Identify training needs and drive targeted improvement plans
• Act as QA partner to regional leadership and escalate complex issues

Skills

QA Leadership

Insurance QA

Stakeholder Management

Audit & Compliance

Communication

Tools

Acturis

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

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

Quality Assurance & Business Improvement

• Conduct quality assurance audits and file reviews across the region, assessing adherence to company standards, processes and customer outcome expectations.
• Analyse audit findings to identify trends, recurring 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.

Complaints, Breaches & Customer Outcomes

• Maintain oversight of complaints, breaches and E&O activity within the region, identifying root causes, trends and opportunities for improvement.
• Support managers in addressing customer outcome concerns and implementing corrective actions where required.
• Use complaints and quality data to provide meaningful insight and recommendations to improve customer experiences and reduce recurring issues.
• Work in partnership with the Compliance team where specialist regulatory guidance or support is required.

Regional Support & Stakeholder Management

• Act as a trusted QA partner to Regional Directors, Managing Directors and local leadership teams.
• Provide guidance and support to managers on quality standards, customer outcomes and best practice.
• Act as a point of escalation for quality-related queries and support the resolution of complex issues.

Leadership & Team Development

• Lead and support the regional QA function, providing direction, coaching and development to direct reports.
• Ensure QA team members have the knowledge, tools and support required to perform effectively.
• Foster a collaborative and high-performing team environment focused on delivering quality outcomes for both customers and the business.

Reporting & Insights

• Produce and present regular QA reports, highlighting key findings, trends, risks and improvement opportunities.
• Provide meaningful management information to regional leadership teams to support informed decision-making.
• Support national QA initiatives and work closely with the Head of QA to ensure consistency of standards and approach across the business

About you:

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

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

The ideal candidate is someone with a strong insurance broking background who has worked in a hands‑on QA role within the insurance industry and can confidently influence managers through their expertise, operational knowledge and audit findings, rather than through a purely compliance‑led lens.

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