Quality Assurance Manager

Regional Quality Assurance Manager
Retail Insurance Broking | Essex Region

LNJ Recruitment is partnering with a leading insurance broking organisation to appoint a Regional Quality Assurance Manager.

This is a senior regional role with responsibility for driving quality, conduct and compliance standards across a network of retail broking hubs, while working closely with regional leadership, compliance and local QA teams.
 

The Role
The role will ensure alignment with the wider QA strategy, promote service excellence and support strong customer outcomes.

You will provide leadership to regional QA teams, oversee complaints and breach management, and work closely with regional compliance and senior leadership to maintain effective governance standards.

Strategic Leadership & Governance

• Act as the regional QA lead, reporting to the Regional Director with a dotted line into the Head of QA to ensure national strategic alignment.
• Implement and monitor key QA focus areas and strategic initiatives across the region.
• Work closely with regional compliance teams to maintain alignment and strengthen governance frameworks.

Quality & Customer Experience

• Drive a culture of quality and service excellence, ensuring customer interactions meet high standards.
• Analyse complaints and service data to identify trends and implement improvements that strengthen service quality and customer outcomes.

Team Leadership & Development

• Lead and oversee local QA teams, including supporting team structures and local QA managers or team members where applicable.
• Ensure QA team members receive the training and development required to perform effectively.
• Provide additional senior support to local Managing Directors and Directors across the regional hubs.
• Act as a referral point for the wider leadership team, helping colleagues resolve issues and challenges.
• Address issues escalated by local QA teams promptly and effectively.
• Monitor and report complaints and breaches across the region, ensuring timely resolution and adherence to required standards.

Compliance & Reporting

• Ensure adherence to internal policies, regulatory requirements and relevant industry standards.
• Prepare and present regional QA performance reports to regional senior leadership and the Head of QA when required.

We are looking for someone with:

• Strong working knowledge of Conduct and Quality Assurance operations within the insurance market, ideally gained within an insurance broking environment.
• Strong communication and leadership skills.
• Excellent stakeholder management and the ability to influence others.
• Strong analytical and IT capabilities.
• The ability to operate effectively across multiple locations and work with both local and senior leadership teams.
• A full UK driving licence would be beneficial, as not all regional hubs are easily accessible by public transport.

Location & Travel

The contractual base for the role will be Billericay.
However, this is a genuinely regional position and the successful candidate will be required to travel frequently between different offices near the area.

Please contact Navia at LNJ Recruitment with any enquiries regarding this role.