Role: Insurance Quality Lead
Salary: £50-£55k
Location: London Liverpool Street
About the Role
We are currently seeking an Insurance Quality Lead to enhance sales performance and quality. This role will work with our existing broking team to drive profitable, compliant growth by uplifting broker capability (sales practice, product knowledge, customer outcomes) and assuring quality across calls, files, and journeys – closing the loop with coaching, technical controls and compliance processes to improve conversion, retention and regulatory outcomes. This will balance technical depth with a collaborative, coaching mindset to raise standards and outcomes.
Responsibilities
- Develop broker capability and coaching
- Run monthly coaching cycles – reviewing broker calls and files and delivering structured feedback
- Design and deliver learning on objection handling and creating good customer outcomes
- Partner with sales leaders, technical controls, and compliance teams to ensure conversation diagnostics and good broking practice is maintained across teams; ongoing monitoring is managed by team leaders
- Conduct risk‑based reviews following call listening and post‑call audits to defined standards
- Monitor and align action planning to regulatory compliance reviews
- Document findings and possible remediation where issues have been identified
- Maintain an audit trail for regulatory reviews
- Chair monthly quality and coaching huddle – agree top themes and feedback to sales operations
- Work with Technical and Compliance to approve wording and guardrails
- Work with Technical Controls team to ensure brokers are following the right procedures and asking the right questions to fully understand the risk
- Comply with regulatory requirements, including Data Protection and FCA guidance, as well as adhering to our governance and control framework
Qualifications
- Experience in broker distribution, sales coaching, QA / Compliance
- Expertise in Commercial SME Insurance with strong understanding of broker processes in a tele‑sales environment
- Proven track record in developing broking and sales capability in a compliant manner
- Strong understanding of Consumer Duty, FCA expectations and relevant controls
- Analytical mindset to interpret MI, identify patterns and translate QA data into practical coaching and process changes
- Ability to build strong relationships with the operations team and sales leadership to act as a trusted advisor to sales areas
- Process improvement focus to investigate root cause analysis and define appropriate solutions
- Exceptional written and oral communication skills
- Progress towards relevant qualifications such as CII is preferred
Upon passing probation, you’ll gain full support for your CII studies, including access to our comprehensive apprenticeship programme designed to help you progress, develop your industry knowledge, and build your insurance expertise.
Benefits
We know that our employees are what sets us apart from our competitors, our benefits are just part of the way we say thanks.
- Private healthcare cover
- Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
- Eyecare scheme
Taking time away from work
- 25 days annual leave, increasing with tenure
- 1 paid family & religious day of leave per year – following successful probation period
- 1 paid charity volunteering day per year
- Option to buy/sell up to an additional 3 days leave per year
Family matters: for the special moments
- Enhanced maternity, paternity or shared parental leave
- 2 days off for your wedding upon joining, and up to 5 days after 2 years’ service
Financial wellbeing
- Auto‑enrolled salary sacrifice pension scheme
- Life assurance
- Season ticket loans, salary advances & loans to buy or rent a home – based on tenure
- Cycle to work scheme
Recognition
- Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
- Company summer & Christmas party celebrations, business and local zone awards and recognition
- Long service awards
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