Quality Analyst - UK Mortgage

Key Responsibilities

Quality Monitoring & Auditing

• Conduct regular quality checks on mortgage application files, underwriting decisions, documentation, and customer interactions.
  
• Review adherence to UK mortgage regulations, lender policies, affordability assessments, and risk-control frameworks.
  
• Identify errors, process gaps, and non-compliance trends; ensure timely feedback to agents and team leaders.
  
• Maintain audit reports, dashboards, and error logs accurately and consistently.
  

Process Improvement

• Analyse root causes of defects and recommend corrective and preventive actions.
  
• Collaborate with Operations, Training, and Compliance teams to refine workflows and standard operating procedures (SOPs).
  
• Support continuous improvement initiatives (Lean, Six Sigma, Process Re-engineering).
  

Compliance & Risk Management

• Ensure all records comply with FCA regulations, KYC/AML requirements, GDPR guidelines, and lender-specific mandates.
  
• Escalate high-risk cases, fraud indicators, or compliance breaches as per escalation matrix.
  

Stakeholder Management

• Provide quality insights and performance feedback to team leads, agents, and management.
  
• Participate in calibration sessions to standardize QA scoring and maintain scoring accuracy.
  

Reporting & Documentation

• Prepare daily/weekly/monthly quality performance reports.
  
• Track quality scores, error trends, SLA compliance, and adherence metrics.
  

Skills & Competencies

Technical Skills

• Strong knowledge of UK mortgage lifecycle: application, affordability checks, underwriting, valuation, offer, completion.
  
• Familiarity with FCA rules (MCOB), KYC/AML guidelines, mortgage affordability calculators, credit reports, and lender portals.
  
• Proficiency in MS Excel, QA tools, and workflow management systems.
  

Behavioral Skills

• Excellent attention to detail and analytical thinking.
  
• Strong communication skills (verbal and written).
  
• Ability to work under pressure and manage tight turnaround times.
  
• High integrity, objectivity, and problem-solving mindset.
  

Qualifications & Experience

• Bachelors degree or equivalent experience.
  
• 5+ years of experience in UK Mortgage processing, underwriting support, or QA.
  
• Experience in BPO/KPO mortgage operations is an advantage.
  
• Certification in Quality (Six Sigma Yellow/Green Belt) is a plus.