Mortgage QA Leader - Consumer Duty & Customer Outcomes

BCMGlobal; Ipswich; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Pension with employer contribution

Life assurance

Private healthcare

Discretionary bonus

Wellbeing days

Cycle to Work

Employee recognition

Social & Sports events

Job summary

BCMGlobal Mortgage Services is seeking an experienced Quality Assurance Manager to lead our QA function and ensure fair customer outcomes. This role focuses on Consumer Duty, customer journeys, and independent oversight across mortgage servicing operations in Ipswich.

You will lead the QA team, embed Consumer Duty throughout the business, assess interactions for fair treatment, identify customer harm, and drive improvements with data-driven insights for senior leadership and clients.

Qualifications

• Experience in Quality Assurance, Risk, Conduct, Customer Outcomes or Compliance.
• Strong understanding of Consumer Duty, customer vulnerability and FCA regulations.
• Financial services experience, ideally within mortgages or lending.
• Excellent communication and stakeholder management skills.
• Previous leadership or people management experience.
• A genuine passion for delivering fair customer outcomes.

Responsibilities

• Lead and develop the Quality Assurance team.
• Embed Consumer Duty and customer outcome principles across the business.
• Assess customer interactions to ensure fair treatment and good outcomes.
• Identify customer harm and drive improvements.
• Conduct quality reviews, thematic assessments and trend analysis.
• Provide insights to senior leadership and clients.
• Influence operational improvements through data and evidence-based recommendations.

Skills

QA Management

Consumer Duty

Stakeholder mgmt

Leadership

Quality Assurance

Job description

BCMGlobal Mortgage Services is seeking an experienced Quality Assurance Manager to lead our QA function and ensure fair customer outcomes. This role focuses on Consumer Duty, customer journeys, and independent oversight across mortgage servicing operations in Ipswich.

You will lead the QA team, embed Consumer Duty throughout the business, assess interactions for fair treatment, identify customer harm, and drive improvements with data-driven insights for senior leadership and clients.