Business Quality Assessor

Business Quality Assessor

Norwich or surrounding area

Remote working with onsite presence as and when required

Full-Time

Up to £40,000 per annum depending upon experience

Our client is a technology-focused Mortgage Network, offering support services to Mortgage and Protection Advisers. Their goal is to continue to be the best home for Mortgage Advisers, Protection Specialists, Equity Release Experts and General Insurance Professionals, whatever their size or location, using market-leading technology.

The Role

They are seeking an experienced and detail-oriented Business Quality Assessor to oversee the quality of mortgage and protection advice delivered by one of the largest Appointed Representative (AR) within their network.

This role is critical in ensuring that all regulated advice meets regulatory standards, internal policies, and customer outcomes in line with Financial Conduct Authority (FCA) expectations, including Consumer Duty requirements.

Key Tasks

Quality Assurance and File Review:

Conduct detailed reviews of mortgage and protection files and calls to assess compliance with FCA regulations and internal standards.
Assess suitability of advice, documentation quality, and customer outcomes.
Identify trends, risks, and systemic issues across the AR firm.
Operate independently in the assessment of file and call quality, ensuring objective and unbiased QA outcomes, aligned to the network’s compliance framework.

Oversight of Appointed Representative (AR):

Provide oversight and challenge to AR leadership on quality standards and risk areas.
Support the AR in maintaining robust compliance frameworks.

Coaching and Development:

Coach and support advisers to improve advice quality, documentation standards and regulatory understanding.
Tailor feedback to encourage behavioural change and continuous improvement.

Regulatory and Policy Alignment:

Maintain up-to-date knowledge of FCA rules, including MCOB and ICOBS.
Ensure internal QA frameworks reflect current regulatory expectations.

Experience

Essential:

Significant experience in mortgage and protection advice file checking / QA.
Strong knowledge of FCA regulations, including MCOB, ICOBS, and Consumer Duty.
Experience working with or overseeing an Appointed Representative (AR) model.
Strong ability to deliver constructive feedback and influence adviser behaviour.
Ability to assess suitability of advice and identify conduct risk.
Excellent written and verbal communication skills.
Strong analytical skills with attention to detail.

Desirable:

Relevant qualifications (e.g. CeMAP, or equivalent mortgage qualification).

Experience with in a network, directly authorised firm, or compliance consultancy.
Experience dealing with large or complex AR firms.
Leadership or mentoring experience.
Second charge mortgage experience.

Personal Qualities:

Highly self-motivated and with strong personal discipline to meet key objectives.
Confident and assured manner when discussing regulatory matters, whilst maintaining an informative and consultative style.
A real desire to provide support and to assist firms to stay safe in the business environment.

Benefits:

25 days plus bank holidays as standard with the option to buy more each year
Company pension
Health and wellbeing programme
Company Sick pay

As our client is a non-sponsoring organisation, you will need to have the right to work in the UK.

This role will involve occasional travel to AR offices therefore full driving licence is needed. Home working is available when not on site