Quality Assurance Specialist - Mortgages (Fully Remote)

at  Mojo Mortgages

WHO ARE WE?

At Mojo Mortgages, we are on a mission to become the largest and most disruptive mortgage broker in the UK. With support from our family of brands, including Uswitch, Money, Confused, and Zoopla, we’re scaling fast and taking the industry by storm. We’re not just growing quickly, we’re growing exponentially.
We’re all about pushing the boundaries, doing things differently, and delivering outstanding service that makes a real difference in people’s lives.
We’re looking for talented and driven individuals to join our team and help us achieve our mission. If you’re passionate about making a positive impact, love to innovate, and want to be part of a dynamic and fast-paced team, we want to hear from you.

QUALIFICATIONS:

CeMAP is essential

EXPERIENCE:

• A minimum of 2 years’ experience in a regulated advice role as either a QA or Adviser position.
• You’ll have done this role or similar before, you’ll know the challenges and how to navigate them
• 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

WHAT WILL YOU BE DOING?

Our QA Specialist has the primary role of supporting our Mortgage and Protection experts to deliver a great experience and straightforward mortgage journey to all of our customers. Providing timely feedback and training, ensuring consistent customer experience and monitoring performance with a keen focus on efficiency to drive the team towards their goals.

OBJECTIVES AND 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