Quality Assurance Specialist – (Motor Finance, Collections)

\n 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.
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Key Responsibilities<\/b>
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• Monitor and review collections calls, emails, and account activities to ensure compliance with FCA regulations and internal policies
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• Assess quality of customer interactions, including vulnerability handling and forbearance solutions
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• Provide structured feedback and coaching to Collections Agents to improve performance
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• Identify trends, risks, and training needs within the collections function
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• Support audits and regulatory reviews by maintaining accurate QA records
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• Collaborate with Compliance and Risk teams to ensure best practice is upheld
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• Contribute to continuous improvement initiatives within the motor finance collections process
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  Skills & Experience<\/b>
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  • Previous experience in Quality Assurance within Financial Services (Motor Finance preferred)
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  • Strong knowledge of collections processes, arrears management, and customer support strategies
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  • Understanding of FCA regulations, including Treating Customers Fairly (TCF)
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  • Excellent attention to detail and analytical skills
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  • Strong communication and coaching abilities
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  • Experience using QA frameworks and scorecards
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  • Experience in motor finance or asset finance collections
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  • Knowledge of vulnerability frameworks and debt solutions
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  • Exposure to call monitoring systems and QA software
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