Brown & Brown Insurance
Regional QA Manager - Greater London
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Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
Regional QA Manager - Greater London
Package: £Negotiable + Benefits
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
- 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: Analyze complaints and service data to identify trends and implement strategies that improve customer outcomes.
- Team Leadership & Development
- 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.
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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
Teammate Benefits & Total Well‑Being
At Brown & Brown Canada, we go beyond traditional benefits by supporting the total well‑being of our teammates—physically, financially, and personally. This commitment is reflected in our culture and leadership. In 2026, Brown & Brown Canada was recognized as one of the Best Workplaces™ in Canada and a Best Workplace™ with Most Trusted Executive Teams by Great Place to Work®, the global authority on workplace culture. These recognitions are based entirely on confidential employee feedback across Great Place to Work Certified™ organizations in Canada.
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Our programs are designed to help you thrive at work and in life.
- Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits: ESPP; Retirement and savings programs, including RRSP with company match, TFSA options
- Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
- Beyond Benefits: Increased Stat Holidays & Vacation time, Paid Sick/Personal time, Preferred Partner Discounts and more.
Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.
The Power to Be Yourself
Brown & Brown is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our values, we are steadfast in providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Brown & Brown will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact us as soon as possible to make appropriate arrangements.
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