Insurance Quality & Coaching Lead

bionic services ltd; United States; A distancia; USD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private healthcare

Employee Assistance Programme

Eyecare scheme

25 days annual leave

Family & religious leave

Descripción de la vacante

Bionic seeks an Insurance Quality Lead to uplift broker capability, coaching, and QA across calls, files, and journeys. You will partner with sales leaders, compliance teams, and operations to improve conversion, retention, and regulatory outcomes on a busy, score-driven sales floor.

You'll drive monthly coaching cycles, design learning on objection handling, monitor regulatory reviews, and ensure governance and controls are applied.

Formación

• Experience in broker distribution, sales coaching, QA / Compliance.
• Expertise in Commercial SME Insurance with strong broker process understanding in tele sales.
• Strong understanding of Consumer Duty, FCA expectations and relevant controls.
• Analytical mindset to interpret MI and translate QA data into coaching actions.
• Ability to build strong relationships with operations and sales leadership.

Responsabilidades

• Develop broker capability and coaching.
• Run monthly coaching cycles with structured feedback.
• Design and deliver learning on objection handling and customer outcomes.
• Partner with sales leaders and compliance teams to maintain diagnostics and monitoring.
• Quality Assurance across calls, files, and journeys.
• Conduct risk-based reviews following call listening and audits.
• Monitor action planning to regulatory reviews.
• Document findings and remediation where issues identified.
• Maintain audit trails for regulatory reviews.
• Chair monthly quality and coaching huddles to identify themes.
• Work with Technical and Compliance to approve wording and guardrails.
• Ensure brokers follow proper procedures and ask the right risk questions.

Conocimientos

Broker capability

Coaching

QA / Compliance

Analytical mindset

Communication skills

Relationship building

Process improvement

Root cause analysis

Regulatory knowledge

CII qualifications preferred

Educación

CII qualifications preferred

Herramientas

MI interpretation tools

Descripción del empleo

Bionic seeks an Insurance Quality Lead to uplift broker capability, coaching, and QA across calls, files, and journeys. You will partner with sales leaders, compliance teams, and operations to improve conversion, retention, and regulatory outcomes on a busy, score-driven sales floor.

You'll drive monthly coaching cycles, design learning on objection handling, monitor regulatory reviews, and ensure governance and controls are applied.