Customer Outcomes and Advice Quality Assessor

RVU; United Kingdom; Remote; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Remote working

Salary £35,000 per year

Pension via Aviva

Sick pay insurance

Private medical insurance (subsidised)

Death in service

Long service awards

Job summary

Mojo Mortgages is hiring a Customer Outcomes and Advice Quality Assessor. This fully remote role requires at least 2 years in QA of financial services, with mortgage advice experience preferred. You will assess advice, provide precise feedback, and support the Compliance function while working with a small, dedicated team.

Competitive salary £35,000/year; remote from anywhere with global flexibility. Strong analytical skills and attention to detail are essential.

Qualifications

• Minimum 2 years’ experience as a QA assessor in financial services.
• Experience in mortgage advice is preferred.
• Knowledge of FCA Consumer Duty and Conduct Rules is desirable.

Responsibilities

• Assess mortgage advice against internal standards and regulatory requirements.
• Own your output by meeting monthly volume, quality, and turnaround standards.
• Record outcomes with evidence-based feedback for Mortgage Experts and Sales Managers.
• Explain reasoning in calibration and defend decisions on appeal.
• Escalate compliance risks and identify root causes; suggest automation opportunities.
• Review referrals and elevate any PEP or sanctions matches to Risk & Compliance.

Skills

Attention to detail

Judgement

AI tools

Change management

Google Sheets

Education

CeMAP 1-3 or equivalent

Competence status to assess advice under T&C Scheme

Tools

Google Sheets

Job description

Customer Outcomes and Advice Quality Assessor

Department: QA

Employment Type: Full Time

Location: Fully Remote

Compensation: £35,000 / year

Description

Our Mission

At Mojo Mortgages, we’re on a mission to become the largest and most disruptive mortgage broker in the UK. We’re a fast-moving, ever-evolving fintech. We’ll get there by transforming the mortgage journey so everyone can approach it with confidence. Change is constant here, and so is our drive to work smarter, think bigger and raise the bar.

Quality assurance is central to that mission. By holding our advice to the highest standards, we build lasting trust with our customers. We make sure our advice is always clear, accurate and in their best interest. This is a place for people who embrace challenge, hold themselves to a high standard and use technology to do their work better. We celebrate those who bring passion, accountability and fresh ideas.

At the heart of everything we do are our behaviours: care personally, challenge directly, put people first, keep exploring, love what you do, and always be accountable. If that sounds like you, we want you on the journey with us.

Assess mortgage advice and listen to calls.

Every individual case assessment is made by an assessor using their own judgement. You will work in a small, dedicated team where your eye for detail and analytical skills are central to the integrity of our mortgage advice. Your assessments give us confidence that customers receive clear, accurate advice. Your insight helps us keep raising the standard.

Key Responsibilities

• 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.
• Review ID&V referrals. Review Smartsearch referrals, decide what additional verification checks are needed, and elevate any PEP or sanctions list matches to Risk & Compliance.

Skills, Knowledge and Expertise

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.

Qualifications

• 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.

Skills

• 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.

Benefits

• Remote working
• Basic Salary of £35,000
• 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