Insurance Quality Lead
$50,000–$55,000 year
On-siteLondon, England, United Kingdom
London, England, United KingdomOn-siteFull Time$50,000–$55,000 yearSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Conduct risk-based reviews via call listening and post-call audits to monitor broker performance and regulatory compliance. Develop broker capability through monthly coaching cycles, structured feedback, and training on objection handling and customer outcomes. Chair quality huddles to identify top themes while partnering with technical controls and compliance teams to enforce guardrails and procedure adherence. Document findings, maintain audit trails, and translate data into practical coaching to improve conversion, retention, and regulatory outcomes.
Required 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 to 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
Desired Qualifications
- Progress towards relevant qualifications such as CII is preferred
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