Quality & Competence Manager; Commercial Insurance

Role:Quality & Competence Manager (Commercial Insurance)

Salary:£50-£55k

Location: London Liverpool Street
Elevate Your Insurance Career at Bionic!

One of our fastest growing departments within Bionic - offering outstanding progression and your Bionic funded CII qualification!

The Bionic Group

We are Bionic, the UK’s number one business comparison and switching service.

It’sour 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,Money Super Market ,Uswitchfor Business, and , who trust us to provide their business energy switching services.

Join Us as an Quality & Competence Manager (Commercial Insurance)

We are currently seeking an Quality & Competence Manager (Commercial Insurance) to enhance sales performance and quality. This role willwork with our existing broking teamstodrive profitable, compliant growth by uplifting broker capability(sales practice, product knowledge, customer outcomes) andassuring quality across calls, files, and journeys—closing the loop with coaching,technicalcontrolsand complianceprocesstoimproves 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 brokercapabilityand coaching

• run monthly coaching cycles –reviewingbrokercallsand 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 andgood broking practice ismaintainedacross teams and ongoing monitoring is managedby team leaders

• Quality Assurance

• Conduct risk based reviews following call listening and post call audits to defined standard

• Monitor andalign 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 themesand 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 andasking 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
  
  CommercialSMEInsurancewithstrong understanding of broker processes in a tele sales environment

• Proven track recordindeveloping broking and sales capability in a compliant manner

• Strongunderstandingof Consumer Duty, FCA expectations and relevant controls

• Analytical mindset to interpret MI,identify patterns andto translate QA data into practical coaching and processchanges

• Ability to build strong relationships with the operations team and sales leadershiptoact as a trusted advisor to sales areas

• Process improvementfocusto investigate root cause analysis and defineappropriatesolutions

• Exceptional written and oral communication skills

• Progress towards relevant qualifications such as CII is preferred

Upon passing probation,you’llgain full support for your CII studies, including access to our comprehensive apprenticeship programme designed…