Quality Assurance Manager - Corporate & Commercial
Are you detail-oriented, standards-driven, and passionate about continuous improvement? We are seeking a dedicated Quality Assurance Manager to lead the development and delivery of high-quality service through the growth of our people in our Brentwood office. This newly created, permanent role is central to ensuring our team remains knowledgeable, capable, and confident in a fast-evolving environment.
With a focus on client service excellence, you will assess performance, identify development needs, and implement tailored training across regulatory, technical, customer service, and sales areas. Your work will directly support a culture of learning, accountability, and high standards.
Key Accountabilities
* To ensure that the Howden prescribed Audits are undertaken and findings appropriately reported on a monthly basis.
* Second line investigation and coordination of complaints (the complaint taker is first line); coordinate with appropriate teams and management to resolve complaints in a timely manner. Report on findings, identify common areas of concern, and recommend remedial action where necessary.
* Develop the auditing process, oversee results and address discrepancies in internal processes.
* Deploy the business QA checks, undertake call listening, coordinate with the management team to analyse all areas of service delivery from the team. Train and develop the team to deliver better results based on findings.
* Organise training across regulatory, technical, customer service and sales skills and knowledge.
* Maintain a competency framework for all staff, assist line managers to analyse the team’s current skill set and organise training to improve this and address deficiencies.
* Offer feedback to the management team regarding complaints, competency and training in the monthly management meeting.
* Help develop a meaningful client journey appropriate to our client segment.
Skills & Experience
* Ability to articulate training and development in a variety of forms, from individual training to team sessions.
* Working knowledge of main classes of General Insurance and the CII's Code of Ethics and GDPR.
* Great attention to detail.
* Previous experience in a Sales or Customer Service role.
* A strong desire to develop others and assist with the advancement of the teams technical and soft skills.
* Working knowledge of Howden product range, policy wordings and service standards.
* Responsibility for own personal development and for keeping own knowledge up to date by the use of e-learning, in-house courses, and studying for professional qualifications in order to gain the required CPD points.
* Excellent oral and written communication skills.
* Skilled at delivering feedback in a positive manner.
* Ability to gather and analyse information and statistics.
* Ability to persuade and influence others.
What do we offer in return?
A career that you define. At Howden, we value diversity—there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:
* Our successes have all come from someone brave enough to try something new.
* We support each other in the small everyday moments and the bigger challenges.
* We are determined to make a positive difference at work and beyond.
Reasonable adjustments
We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
If you’re excited by this role but have some doubts about whether it’s the right fit for you, send us your application — if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: General Business
* Industries: Insurance
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