Quality Assurance Specialist – (Motor Finance, Collections)
Job Title:Quality Assurance Specialist – (Motor Finance, Collections)
Duration: 6 Months
Location:Remote (after initial training on site)
Competitive Day Rate Inside IR35
About the Role
We are seeking a detail-oriented Quality Assurance Specialist to join our Motor Finance Collections team. You will play a key role in ensuring that all customer interactions, processes, and regulatory requirements are consistently met across our collections operations.
Key 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
Skills & Experience
* 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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