Quality Assurance Specialist

Summary

Join Mojo Mortgages as a part-time Quality Assurance Specialist and contribute to our mission of becoming the UK's leading mortgage broker. You will play a vital role in ensuring our mortgage and protection experts deliver exceptional customer experiences. This involves conducting QA checks, monitoring performance, identifying compliance risks, providing constructive feedback, and collaborating with sales managers. The role requires a CeMAP qualification and at least two years of experience in a regulated advice role. In return, you'll receive a competitive salary, generous benefits, and the opportunity to work remotely for up to 30 days annually.

Requirements

• CeMAP is essential
• A minimum of 2 years’ experience in a regulated advice role as either a QA or Adviser position
• Strong knowledge of FCA advice requirements for mortgages and protection
• Experience of giving feedback and coaching for performance
• Confident and proactive approach to improve customer experience, quality metrics and drive efficiency gains
• You have brilliant communication and listening skills
• You are a self-motivator who can work at a fast pace

Responsibilities

• Complete QA checks to meet regulatory requirements for mortgage experts in line with the Mojo T&C Scheme
• Assessing customer outcomes and adherence to conduct rules
• Maintain an accurate log of all sampling activities in line with the T&C scheme and regulatory requirements, to provide an audit trail of teammate development and regulatory compliance
• Identifying any compliance/regulatory risks and reporting to the managers as and where necessary
• Monthly QA checks to monitor RFT and KYC measures making sure DIPs and submissions are timely and accurate
• Complete comprehensive file checks for all areas of the operation on a monthly basis and ensure all standards have been met
• Feedback results of QA checks real time to teammates in a constructive and positive manner on a one to one basis
• Identify training gaps and requirements collaborate with SM’s who will develop and conduct training plans/ training as appropriate
• Work closely with Sales Managers and manage own workload to achieve set targets
• Ensure service standards are met across the operation
• Monitor all methods of customer communications – including calls, emails, live chats and SMS to ensure we are compliant and in line with brand values and company vision
• Coach the team to ensure they are on brand, in line with tone of voice and adhering to all company values
• Actively participating in call levelling sessions on a weekly basis
• Ability to demonstrate a commitment to Consumer Duty
• Maintaining audit log of all monitoring activities complete

Benefits

• Up to £35,000 (Pro-Rata) per annum and 25 days holiday plus bank holidays. Additionally, you'll get an extra half day off for your birthday, a full day off if you move house, and 2 company-wide close down days per year!
• Work from anywhere in the world for up to 30 days per year
• Sick pay and sick pay insurance
• Wellness programme from Able Futures
• Subsidised private medical insurance
• Critical Illness cover & Death in service
• Enhanced parental & adoption pay
• Compassionate leave
• Long service awards up to £3000
• Casual dress