Quality Assurance Specialist – Motor Finance, Collections

Role Overview

• 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