Location: Rawdon (with periodic travel to Durham & Sunderland offices)
Brown and Brown (Retail Broking)
Company Overview
In 1939, Brown & Brown started as a small, two partner firm with a bold vision centred around relationships. This vision has propelled us to grow into one of the world’s largest insurance brokerages, our foundation remains the same: a commitment to trust, resilience, teamwork and delivering results for our customers.
Business doesn’t stand still, and neither do we. Our strength is in our people. With deep local connections and the resources of a global leader, we take an agile, forward-thinking approach to risk. Whether our customers are expanding, evolving or facing new challenges, we build solutions that help protect what they value most.
Our guiding principles shape what we do, and we believe in doing what is best for our customers, communities, teammates, carrier partners and shareholders – always. The cornerstones of our organisation’s guiding principles are people, performance, service and innovation.
Role Summary
The Regional Quality Assurance Executive (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.
Duties & Responsibilities
This is not an exhaustive list and depending on your agreed career path, these duties may change.
Quality Assurance & Business Improvement
- Conduct quality assessments across the region, assessing adherence to company standards, processes and customer outcome expectations.
- Analyse QA findings to identify trends, re-occurring issues and areas of risk, providing clear recommendations for improvement.
- Deliver constructive feedback and coaching directly to teammates, supporting individual development and driving improvements in quality standards.
- Work closely with managers and leadership teams to discuss audit outcomes, quality themes and performance trends within their teams.
- Identify training and development requirements arising from QA activity and support the delivery of targeted improvement plans.
- Promote a culture of continuous improvement, quality and customer excellence throughout the region.
- Act as a point of escalation for quality-related queries.
- Assist with delivering coaching and guidance to teammates to enhance their capability.
Complaints, Breaches & Customer Outcomes
- Monitor and record complaints and breaches in line company procedures.
- Support managers in addressing customer outcome concerns and implementing corrective actions where required.
Reporting & Insights
- Produce and present regular QA reports, highlighting key findings, trends, risks and improvement opportunities.
- Support national QA initiatives and work closely with the Regional QA Manager to ensure consistency of standards and approach across the business.
- Work collaboratively with the Compliance team to share quality assurance insights, highlight trends and themes, and support reporting on key findings, while maintaining a primary focus on quality assurance activities.
Experience, Qualifications & Skills
You’ll have a strong working understanding of insurance operations ideally gained within a broking environment. Acturis knowledge would be beneficial; however, this is not essential.
Whilst an understanding of compliance is beneficial, this is not a compliance-focused role. The position is centred on quality assurance, supporting broking teams to deliver exceptional customer service, identifying development opportunities, and promoting best practice across the business.
A skill set that includes strong Communication, Stakeholder Management, Analytical and the ability to influence others.
Remuneration & Conditions
Monday – Friday 9am – 5pm with a 1-hour lunch break.
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