Customer Outcomes, Advice Quality Assessor

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Evaluate mortgage advice in accordance with internal standards, the FCA Consumer Duty, and Conduct Rules, while fulfilling T&C Scheme sampling requirements.

• Conduct call reviews as part of each evaluation.

• Achieve the agreed monthly assessment volumes while maintaining required quality and turnaround standards.

• Identify and flag risks in a timely manner.

• Document outcomes with specific, evidence-based feedback for Mortgage Experts and Sales Managers.

• Apply scoring criteria consistently and provide rationale during calibration and appeals.

• Raise compliance risks, pinpoint root causes, and suggest checks that are suitable for automation.

• As an assessor, evaluate Smartsearch referrals, determine necessary verification checks, and escalate PEP or sanctions matches to Risk & Compliance.

• In a senior role, oversee four QA assessors, establish objectives, and monitor team performance.

• In a senior capacity, assess approximately 70% of the time, focusing on complex and high-risk cases.

• In a senior position, lead calibration sessions, mentor assessors, and perform “check the checker” assessments.

• In a senior role, manage the appeals process effectively.

• In a senior position, generate monthly MI, analyze failure trends, and recommend corrective actions.

• In a senior role, define the risk-based case selection strategy.

• In a senior capacity, assist with T&C oversight and uphold the Adviser Competence framework and RAG status records.

• In a senior role, serve as a representative of QA within Operations, Sales, and Risk & Compliance, contributing to the development of tools, processes, and the T&C Scheme.

⛳️ Requirements

• CeMAP 1, 2 & 3 or an equivalent qualification.

• Must possess, or be capable of obtaining, the competence status required to assess advice and validate assessments under the T&C Scheme.

• For the Customer Outcomes & Advice Quality Assessor position: a minimum of 2 years’ experience as a QA assessor in financial services, preferably in mortgage advice, with a proven ability to meet volume and quality targets.

• For the Senior Customer Outcomes & Advice Quality Assessor position: over 3 years as a QA assessor or QA lead in UK mortgage advice, or equivalent experience from Mojo; must have experience in line managing a team, leading calibration, managing appeals, and coaching others.

• Comprehensive understanding of FCA mortgage advice regulations.

• Outstanding attention to detail and precision, even under pressure.

• Experience with, or a willingness to learn about, AI and automated tools, with the discernment to evaluate their outputs.

• Adaptable to change.

• Intermediate skills in Google Sheets, Docs, and Slides.

• For the senior role: expert knowledge of FCA regulations, including T&C, high-risk cases, vulnerable customers, and conduct breach investigations.

• For the senior position: strong analytical capabilities and the credibility to influence stakeholders at all levels of seniority.

🏝️ Benefits

• Remote working options available.

• Competitive base salary of up to £40k.

• Flexibility to work from anywhere in the world for up to 22 days annually.

• 25 days of annual leave plus bank holidays (increasing to 28 days with length of service).

• Pension plan offered through Aviva (with a match of up to 5%).

• Sick pay and sick pay insurance included.

• Wellness program provided by Able Futures.

• Coverage for critical illness and subsidized private medical insurance.

• Death in service policy.

• Enhanced maternity, primary adoption, and enhanced paternity & secondary adoption pay.

• Compassionate leave provisions.

• Long service awards of up to £5000.

• Flexible working hours contract.