Quality Assurance Specialist – (Motor Finance, Collections)
Posted Today by Deloitte
Negotiable
Inside
Remote
London Area, United Kingdom
Summary: The Quality Assurance Specialist will be responsible for ensuring compliance with FCA regulations and internal policies within the Motor Finance Collections team. This role involves monitoring customer interactions and providing feedback to improve performance while supporting audits and regulatory reviews. The position requires a detail-oriented individual with experience in quality assurance within financial services, particularly in motor finance. The role is remote after initial training on-site and is classified as inside IR35.
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
Key Skills:
- 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
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
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