Insurance Quality Lead

Role: Insurance Quality Lead
Salary: £50-£55k
Location: London Liverpool Street
Elevate Your Insurance Career at Bionic! 🚀
One of our fastest growing departments within Bionic - offering outstanding progression, commission scheme and your Bionic funded CII qualification!
The Bionic Group
We are Bionic, the UK’s number one business comparison and switching service. It’s our mission to make it radically easier to run a small business and earn the lifetime loyalty of British businesses.
To do this, we combine world-class human service with smart technology and data. This means our tech-enabled experts can quickly match business owners with the best deals on their business essentials – energy, connectivity, insurance, and finance.
We also partner with leading price comparison websites, including Compare the Market, MoneySuperMarket, Uswitch for Business, and Confused.com, who trust us to provide their business energy switching services.
Join Us as an Insurance Quality Lead
We are currently seeking an Insurance Quality Lead to enhance sales performance and quality. This role will work with our existing broking teams to drive profitable, compliant growth by uplifting broker capability (sales practice, product knowledge, customer outcomes) and assuring quality across calls, files, and journeys—closing the loop with coaching, technical controls and compliance process to improves conversion, retention, and regulatory outcomes. This will balance technical depth with a collaborative, coaching mindset to raise standards and outcomes.
Situated in our vibrant, award-winning sales floor, you will be:
Developing broker capability and coaching
run monthly coaching cycles – reviewing broker calls and files and delivering structured feedback
design and deliver learning on objection handling and creating good customer outcomes
partner with sales leaders and technical controls and compliance teams to ensure conversation diagnostics and good broking practice is maintained across teams and ongoing monitoring is managed by team leaders
Quality Assurance
Conduct risk based reviews following call listening and post call audits to defined standard
Monitor and align action planning to regulatory compliance reviews
Document findings and possible remediation where issues have been identified
Maintain an audit trail for regulatory reviews
Continuous Improvement and Governance
Chair monthly quality and coaching huddle – agree top themes and feedback to sales operations
Work with Technical and Compliance to approve wording and guardrails
Work with Technical Controls team to ensure brokers are following the right procedures and asking the right questions to fully understand the risk.
Complying with regulatory requirements, including Data Protection and FCA guidance, as well as adhering to our governance and control framework
🌟 About You
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
Progress towards relevant qualifications such as CII is preferred
Upon passing probation, you’ll gain full support for your CII studies, including access to our comprehensive apprenticeship programme designed to help you progress, develop your industry knowledge, and build your insurance expertise.
Benefits
We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.
Enhance your health & wellbeing 🌱
Private healthcare cover
Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
Eyecare scheme
Taking time away from work 🏖️
25 days annual leave, increasing with tenure
1 paid family & religious day of leave per year - following successful probation period
1 paid charity volunteering day per year
Option to buy/sell up to an additional 3 days leave per year
Family matters: for the special moments 🏠
Enhanced maternity, paternity or shared parental leave
2 days off for your wedding upon joining, and up to 5 days after 2 years' service
Financial wellbeing 💸
Auto-enrolled salary sacrifice pension scheme
Life assurance
Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure
Cycle to work scheme
Recognition 🌟
Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
Long service awards

Work arrangement
No