Customer Outcomes & Advice Quality Assessor (Mortgages)

Location: Fully remote, United Kingdom. Employees may work from anywhere in the world for up to 22 days per year.

Salary: £35,000–£40,000 per year, depending on role level.

Company

Mojo combines a close-knit startup environment with the technology and backing of the established hirify.global group to simplify complex household-service marketplaces.

What you will do

• Assess mortgage advice against internal standards, FCA Consumer Duty, Conduct Rules, and T&C Scheme sampling requirements, including listening to calls.
• Complete the agreed monthly assessment volume to defined quality and turnaround standards, flagging risks early.
• Record clear, evidence-based outcomes and provide actionable feedback to Mortgage Experts and Sales Managers.
• Apply scoring criteria consistently, explain decisions during calibration, and defend decisions on appeal.
• Escalate compliance risks, identify root causes, and highlight routine checks that could be automated.
• For the senior role: line-manage four assessors, lead calibration and coaching, manage appeals, produce monthly MI, set risk-based case selection, and support T&C oversight.

Requirements

• CeMAP 1, 2 and 3 or equivalent.
• Hold, or be able to obtain, the competence status required to assess advice and sign off assessments under the T&C Scheme.
• Customer Outcomes & Advice Quality Assessor: at least 2 years of QA assessor experience in financial services, ideally mortgage advice, with a 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 at Mojo, including line management, calibration leadership, appeals, and coaching.
• Sound knowledge of FCA mortgage advice requirements and confidence explaining and defending scoring decisions on complex cases.
• Exceptional attention to detail and accuracy under pressure; comfortable with change.
• Experience of, or willingness to learn, AI and automated tools, with the judgement to test their outputs.
• Intermediate proficiency in Google Sheets, Docs, and Slides.
• For the senior role: expert FCA knowledge covering T&C, high-risk cases, vulnerable customers, and conduct breach investigations, plus strong analytical and stakeholder-influencing skills.

Culture & Benefits

• Fully remote working with up to 22 days per year working from anywhere in the world.
• 25 days of holiday plus bank holidays, increasing to 28 days with length of service.
• Aviva pension with matching contributions of up to 5%.
• Sick pay and sick pay insurance, critical illness cover, subsidised private medical insurance, and death-in-service cover.
• Wellness support, enhanced maternity, adoption, and paternity pay, compassionate leave, and long-service awards of up to £5,000.