Customer Outcomes & Advice Quality Assessor

Key Responsibilities

What Both Roles Do

• Assess advice. Assess mortgage advice against our 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.
• Own your output. Complete your agreed monthly volume to the quality and turnaround standards set by the Operational Compliance Manager. Flag risks early.
• Give clear feedback. 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.
• Stand behind your decisions. Apply the scoring criteria consistently. Explain your reasoning in calibration and defend your decisions on appeal.
• Drive improvement. Escalate compliance risks promptly, find the root causes, and highlight routine checks that could be automated.

How the Two Roles Differ

Customer Outcomes & Advice Quality Assessor (£35,000)

• No line management. You focus on your own assessments.
• 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.

Senior Customer Outcomes & Advice Quality Assessor (£40,000)

• 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 your time assessing, including the most complex and highest-risk cases.
• Lead calibration and coach assessors. Make clear, defensible scoring decisions. Coach through feedback, side-by-side reviews and “check the checker” assessments.
• Manage the appeals process. Appeals are decided by someone other than the original assessor, so the Operational Compliance Manager or another senior assessor decides any appeal against your own assessments.
• Produce monthly MI. Analyse failure trends and recommend action.
• Set the risk-based case selection approach. Prioritise high-risk cases and cover all advice areas in line with the T&C framework.
• Support T&C oversight. Help the Operational Compliance Manager maintain the Adviser Competence framework and RAG status records, and advise where our QA framework needs to change.
• Be the voice of QA. Represent QA with Operations, Sales and Risk & Compliance, and help shape tooling, process and the T&C Scheme.

Who We’re Looking For

You embody our behaviours. You are meticulous, self-driven and confident in your own judgement. You give direct feedback that builds trust between QA, Mortgage Experts and Sales Managers, and you work at pace without letting accuracy slip. For the Senior role, you are also a fair, supportive line manager who brings others with you.

Qualifications (both roles)

• CeMAP 1, 2 & 3 or equivalent.
• Hold, or be able to obtain, the competence status needed to assess advice and sign off assessments under our T&C Scheme.

Experience

• Customer Outcomes & Advice Quality Assessor: A 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: We would expect 3+ years as a QA assessor or QA lead in UK mortgage advice, or equivalent experience gained at Mojo. This must include line managing a team, leading calibration, handling appeals and coaching others.

Skills (both roles)

• 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.

Additional skills (Senior role)

• Expert FCA knowledge, including T&C, high-risk cases, vulnerable customers and conduct breach investigations.
• Strong analytical skills and the credibility to influence stakeholders at all levels of seniority.

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