About the role

Quality Assurance Specialist monitoring and reviewing collections to ensure regulatory compliance. Assessing customer interactions and providing feedback within the motor finance sector.

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

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