Quality Assurance Specialist - 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.

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

Requirements

What do we need 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

Benefits

What you'll get in return..

We're proud of our high Glassdoor Score, British Bank Awards, and fantastic customer reviews, but we're always striving to do better. We’ve taken a lot of time to put together a benefits package we think you’ll love.

• £30,000-£35,000 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!
• You’ll also benefit from:
• 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.
• And more!

#Mojo

Hi. We’re Mojo Mortgages. We think you’re going to like it here.

We’re a free online mortgage broker using tech to revolutionise the way people get mortgages. But that’s all just marketing, really. In reality, we’re a super-friendly bunch of hard-working people challenging old ways of doing things and building the future of our industry.

The way people get mortgages is broken, so we’re disrupting the market by solving every last one of its niggly, swear-inducing problems. We could talk all day about how we’re tearing up the industry rulebook, but basically, we won’t accept convention for the sake of convention. If we see something that makes life harder for us or our customers, we can’t help ourselves but to find a better way.

We build. We test. We validate. We throw it all in the trash and start again. We do whatever it takes to reach our ultimate goal of making mortgages as simple as possible.

We’re a tech company with heart, which means cool new APIs are as interesting to us as helping someone who never dreamed they could get a mortgage into a home to call their own.

And we have fun while we’re doing it. Not ‘fun’ in a forced, corporate kind of way, but genuine fun that makes getting out of bed on a Monday morning easier.

We’ve got a pretty fierce table tennis league going, and your work will be interrupted by Nerf crossfire, but you can always escape using the office scooter.

So, if you’re the question-asking, hard-working, fun-loving type, there could be a place here for you.