Location: Norfolk/ Suffolk (once a week in office, largely remote)
We're recruiting for a Business Quality Assessor to join the compliance function of a mortgage network, providing dedicated QA oversight for one of its largest intermediary partner firms. This is a hands-on quality assurance role covering both file and call auditing, ensuring mortgage and protection advice meets FCA standards and that customers consistently receive good outcomes.
Responsibilities
- Conduct detailed reviews of mortgage and protection advice files and calls, assessing suitability, documentation quality, and compliance with FCA regulations (including MCOB, ICOBS, and Consumer Duty)
- Deliver structured, actionable feedback to advisers to improve advice quality and regulatory understanding
- Act as the primary QA point of contact for a major partner firm, providing oversight and constructive challenge on quality and risk
- Identify trends, risks, and systemic issues, escalating high-risk findings in line with governance procedures
- Produce clear QA reports and contribute to management information and reporting
- Primarily covers first-charge mortgages, with second-charge business expected to follow
- Significant experience in mortgage and protection advice file/call QA, ideally from an intermediary or broker background (small-to-medium firm experience preferred)
- Strong working knowledge of FCA regulations, including MCOB, ICOBS, and Consumer Duty
- Confident, diplomatic communicator with a track record of coaching advisers and influencing behaviour
- Strong analytical skills and attention to detail
- CeMAP or equivalent qualification desirable (support available to obtain this if not already held)
- Full UK driving licence required, with willingness to travel occasionally to partner offices