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.
You may be required to carry out additional tasks that are reasonably within the scope of your role and comply with applicable laws and company policies.
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: Analise 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.
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.
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 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.
Skills Required
- Strong working understanding of Conduct & Quality Assurance operations within the insurance market, ideally from a broking environment
- Proven leadership experience managing QA teams and providing regional oversight
- Experience in complaints and breach management and driving remediation actions
- Strong stakeholder management and communication skills with ability to influence regional leadership
- Analytical skills to monitor service data, identify trends, and implement quality improvements
- IT skills sufficient to use QA and reporting tools (unspecified)
- Full driving licence
Brown & Brown Insurance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brown & Brown Insurance and has not been reviewed or approved by Brown & Brown Insurance.
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Healthcare Strength — Healthcare offerings are broad, spanning medical/Rx, dental, vision, life, disability, and added programs alongside Lyra access with up to eight no‑cost coaching or therapy sessions for teammates and covered dependents. Breadth extends to fertility/adoption solutions, second‑opinion services, diabetes care, and Medicare advocacy.
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Retirement Support — The 401(k) program includes an employer match up to 4% (100% of the first 3% plus 50% of the next 2%) with immediate vesting. Savings support is positioned as a core element of the total‑rewards package.
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Equity Value & Accessibility — An Employee Stock Purchase Plan is available, and the company emphasizes an ownership mindset with a large share of teammates as shareholders. This creates accessible equity participation alongside retirement savings.
Brown & Brown Insurance Insights
What We Do
Brown & Brown Insurance provides risk management solutions to help protect what our customers value most. Our four business segments offer insurance products and services to businesses and individuals. Our culture is built on integrity, innovation, superior capabilities, and discipline. We view insurance differently and use our experience, carrier relationships, and principled customer focus to deliver first-class service and solutions. Becoming a Brown & Brown teammate introduces you to a career with virtually unlimited possibilities. We think of ourselves as a team, so we have teammates—not employees. We strive to attract people who are competitive, driven, and disciplined. Our unique company culture of meritocracy rewards self-starters and those committed to doing what is best for our customers. We are proud to be certified as a Great Place to Work ®. Brown & Brown has demonstrated a Culture of Caring through dedication to the people and communities we serve. With more than 11,000 teammates in over 300 locations across the US, Canada, Ireland, the UK, Bermuda, and the Cayman Islands, we actively support numerous organizations in the local communities in which we live, work, and play. With a long-standing history of proven success, Brown & Brown is one of the insurance industry’s most powerful and influential leaders, ranked as the fifth-largest brokerage in the US and sixth in the world. You can find us on the NYSE as BRO.
