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Customer Outcomes & Advice Quality Assessor
Contract type
Ongoing
Work mode
Remote
Experience
Mid-level · 2+ years
Job description
Two quality assurance roles assessing mortgage advice against internal standards, FCA Consumer Duty and the Conduct Rules, including listening to calls. The Senior role also line manages four QA assessors and leads calibration, coaching and appeals.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Pay
- GBP 35,000 – 40,000 / year
What you'll do
- Assess mortgage advice against internal standards, the FCA Consumer Duty and the Conduct Rules, meeting the T&C Scheme sampling requirements
- Listen to calls as part of every assessment
- Complete agreed monthly volume to the quality and turnaround standards set by the Operational Compliance Manager and flag risks early
- Record every outcome with specific, evidence-based feedback that Mortgage Experts and Sales Managers can act on without re-listening or re-working the case
- Apply the scoring criteria consistently, explain reasoning in calibration and defend decisions on appeal
- Escalate compliance risks promptly, find root causes and highlight routine checks that could be automated
- Review ID&V referrals
- Review Smartsearch referrals, decide what additional verification checks are needed, and escalate any PEP or sanctions list matches to Risk & Compliance
- Line manage four QA assessors, set objectives, track the team's output against the monthly requirement, and raise people concerns with the Operational Compliance Manager and HR
- Spend about 70% of time assessing, including the most complex and highest-risk cases
- Lead calibration and coach assessors through feedback, side-by-side reviews and "check the checker" assessments
- Manage the appeals process
- Produce monthly MI, analyse failure trends and recommend action
- Set the risk-based case selection approach, prioritising high-risk cases and covering all advice areas in line with the T&C framework
- Support T&C oversight by helping maintain the Adviser Competence framework and RAG status records, and advise where the QA framework needs to change
- Represent QA with Operations, Sales and Risk & Compliance, and help shape tooling, process and the T&C Scheme
What we're looking for
- CeMAP 1, 2 & 3 or equivalent
- Hold, or be able to obtain, the competence status needed to assess advice and sign off assessments under the T&C Scheme
- Meticulous, self-driven and confident in own judgement
- Give direct feedback that builds trust between QA, Mortgage Experts and Sales Managers, and work at pace without letting accuracy slip
- For the Senior role: a fair, supportive line manager who brings others with them
- Customer Outcomes & Advice Quality Assessor: minimum of 2 years' experience as a QA assessor in financial services, ideally in mortgage advice, with a track record of meeting volume and quality expectations
- Senior Customer Outcomes & Advice Quality Assessor: 3+ years as a QA assessor or QA lead in UK mortgage advice, or equivalent experience gained at Mojo, including line managing a team, leading calibration, handling appeals and coaching others
- Sound knowledge of FCA mortgage advice requirements, with the confidence to explain and defend scoring decisions on complex cases
- Exceptional attention to detail and accuracy under pressure
- Experience of, or appetite to learn, AI and automated tools, with the judgement to test their outputs
- Comfortable with change
- Intermediate proficiency in Google Sheets, Docs and Slides
- Senior role: expert FCA knowledge, including T&C, high-risk cases, vulnerable customers and conduct breach investigations
- Senior role: strong analytical skills and the credibility to influence stakeholders at all levels of seniority
Your team
Quality Assurance
A small, dedicated team assessing mortgage advice
Benefits
- Remote working
- Basic Salary of up to £40k
- Work from anywhere in the world for up to 22 days per year
- 25 days holiday plus bank holidays (up to 28 days with length of service)
- Pension via Aviva (Pension match up to 5%)
- Sick pay and sick pay insurance
- Wellness programme from Able Futures
- Critical Illness cover & Subsidised private medical insurance
- Death in service Policy
- Enhanced Maternity, primary adoption & Enhanced paternity & secondary adoption pay
- Compassionate leave
- Long service awards up to £5000
Apply
About RVU
A fast-moving, ever-evolving fintech transforming the mortgage journey so everyone can approach it with confidence.
Mission
At Mojo Mortgages, we're on a mission to become the largest and most disruptive mortgage broker in the UK.
Key facts
- Fintech
- Hiring for two roles: Customer Outcomes & Advice Quality Assessor (£35,000) and Senior Customer Outcomes & Advice Quality Assessor (£40,000)
- Fully remote
- 39 hours per week, Monday to Friday, flexible hours contract
- Originally posted on Himalayas
What they value
- Care personally
- Challenge directly
- Put people first
- Keep exploring
- Love what you do
- Always be accountable