Quality Assurance Specialist ensuring documentation accuracy and compliance for mental health services. Collaborating with staff on records review and QA process development.
About the role
- Quality Assurance Specialist monitoring collections calls and ensuring FCA compliance in motor finance. Collaborating with agents to improve performance and uphold best practices.
Responsibilities
- Monitor and review collections calls, emails, and account activities to ensure compliance with FCA regulations and internal policies
- Assess quality of customer interactions, including vulnerability handling and forbearance solutions
- Provide structured feedback and coaching to Collections Agents to improve performance
- Identify trends, risks, and training needs within the collections function
- Support audits and regulatory reviews by maintaining accurate QA records
- Collaborate with Compliance and Risk teams to ensure best practice is upheld
- Contribute to continuous improvement initiatives within the motor finance collections process
Requirements
- Previous experience in Quality Assurance within Financial Services (Motor Finance preferred)
- Strong knowledge of collections processes, arrears management, and customer support strategies
- Understanding of FCA regulations, including Treating Customers Fairly (TCF)
- Excellent attention to detail and analytical skills
- Strong communication and coaching abilities
- Experience using QA frameworks and scorecards
- Experience in motor finance or asset finance collections
- Knowledge of vulnerability frameworks and debt solutions
- Exposure to call monitoring systems and QA software
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Degree requirement
No Education Requirement
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