[Hiring] Senior Customer Outcomes & Advice Quality Assessor @RVU

Role Description

As a Senior Customer Outcomes & Advice Quality Assessor, you will:

• Assess mortgage advice and listen to calls while leading a team of 4 QA assessors.
• Work in a small, dedicated team where your eye for detail and analytical skills are central to the integrity of our mortgage advice.
• Ensure assessments give confidence that customers receive clear, accurate advice.

Key Responsibilities

• 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 and coach through feedback, side-by-side reviews, and “check the checker” assessments.
• Manage the appeals process, with appeals decided by someone other than the original assessor.
• Produce monthly MI and analyze failure trends to recommend action.
• Set the risk-based case selection approach, prioritizing high-risk cases.
• Support T&C oversight and maintain the Adviser Competence framework.
• Represent QA with Operations, Sales, and Risk & Compliance.
• Assess mortgage advice against internal standards, the FCA Consumer Duty, and the Conduct Rules.
• Complete your agreed monthly volume to the quality and turnaround standards set by the Operational Compliance Manager.
• Record every outcome with specific, evidence-based feedback.
• Apply scoring criteria consistently and explain reasoning in calibration.
• Escalate compliance risks promptly and find root causes.
• Review Smartsearch referrals and decide on additional verification checks needed.

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

• 3+ years as a QA assessor or QA lead in UK mortgage advice, or equivalent experience gained at Mojo.
• Must include line managing a team, leading calibration, handling appeals, and coaching others.

Skills

• Sound knowledge of FCA mortgage advice requirements.
• Exceptional attention to detail and accuracy under pressure.
• Experience of, or appetite to learn, AI and automated tools.
• Comfortable with change.
• Intermediate proficiency in Google Sheets, Docs, and Slides.
• Strong analytical skills and credibility to influence stakeholders at all levels of seniority.

Benefits

• Remote working.
• Basic Salary of £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.