Customer Outcomes, Advice Quality Assessor

RVU

. Assess mortgage advice against internal standards, the FCA Consumer Duty and Conduct Rules, meeting T&C Scheme sampling requirements .

Posted 10/30/2026full-timeRemote • United KingdomJuniorMid-Level💰 £35,000 - £40,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in assessing mortgage advice against FCA standards and T&C Scheme requirements, with a strong focus on quality assurance, compliance risk management, and team leadership. Proven ability to analyze trends, coach assessors, and influence stakeholders effectively.

Highest-signal resume keywords

CeMAP 1, 2 & 3FCA Mortgage Advice RequirementsQuality Assurance AssessmentTeam LeadershipAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality Assurance AssessmentCompliance Risk ManagementMortgage Advice AssessmentScoring Criteria ApplicationData AnalysisAppeals ManagementCalibration LeadershipVerification ChecksAttention to DetailHigh-Risk Case Assessment

Soft Skills

CoachingStakeholder InfluenceAdaptabilityCommunicationJudgment

Tools & Technologies

Google SheetsGoogle DocsGoogle SlidesAutomated ToolsAI Tools

Certifications & Qualifications

CeMAP 1CeMAP 2CeMAP 3

Industry Keywords

FCA Consumer DutyConduct RulesT&C SchemeMortgage AdviceFinancial ServicesRisk & ComplianceCustomer OutcomesVulnerable CustomersConduct Breach InvestigationsQuality Expectations

About the role

Key responsibilities & impact

Assess mortgage advice against internal standards, the FCA Consumer Duty and Conduct Rules, meeting T&C Scheme sampling requirements
Listen to calls as part of every assessment
Complete agreed monthly assessment volumes to required quality and turnaround standards
Flag risks early
Record outcomes with specific, evidence-based feedback for Mortgage Experts and Sales Managers
Apply scoring criteria consistently and explain reasoning in calibration and appeals
Escalate compliance risks, identify root causes and highlight checks suitable for automation
Assessor role: review Smartsearch referrals, determine additional verification checks and escalate PEP or sanctions matches to Risk & Compliance
Senior role: line manage four QA assessors, set objectives and track team output
Senior role: assess approximately 70% of the time, including complex and high-risk cases
Senior role: lead calibration, coach assessors and conduct “check the checker” assessments
Senior role: manage the appeals process
Senior role: produce monthly MI, analyse failure trends and recommend action
Senior role: set the risk-based case selection approach
Senior role: support T&C oversight and maintain Adviser Competence framework and RAG status records
Senior role: represent QA with Operations, Sales and Risk & Compliance and help shape tooling, process and the T&C Scheme

Requirements

What you’ll need

CeMAP 1, 2 & 3 or equivalent
Hold, or be able to obtain, the competence status needed to assess advice and sign off assessments under the T&C Scheme
Customer Outcomes & Advice Quality Assessor: minimum 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: 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
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, with judgement to test their outputs
Comfortable with change
Intermediate proficiency in Google Sheets, Docs and Slides
Senior role: expert FCA knowledge, including T&C, high-risk cases, vulnerable customers and conduct breach investigations
Senior role: strong analytical skills and credibility to influence stakeholders at all levels of seniority

Benefits

Comp & perks

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
Flexible hours contract