Quality Assurance Specialist

Quality Assurance Specialist

We are seeking a detail-oriented and compliance driven Quality Assurance (QA) Analyst to join our dynamic and growing team. As part of our startup captive finance company specializing in installment loans for the powersports industry, the QA Analyst will play a vital role in ensuring operational excellence and regulatory compliance across all facets of the loan lifecycle including credit, underwriting, funding, and servicing. This role requires a strong understanding of financial services operations, particularly in regulatory environments, and a passion for identifying and resolving quality and compliance gaps. The QA Analyst will be responsible for monitoring and evaluating loan files, system entries, and customer communications, as well as facilitating QA training and reporting to senior leadership. This position will report to the Sr. Group Manager, Servicing Operations.

Key Responsibilities :

• Conduct quality control reviews on all loan files, including approved, declined, and withdrawn applications, to ensure adherence to internal standards and regulatory requirements.
• Conduct monitoring and audits of customer interactions, including contracts, calls, correspondence, SCRA compliance, credit reporting, GAP cancellations, and collection activities, across credit, collections, servicing, and funding departments to evaluate compliance and service quality.
• Evaluate call recordings to ensure customer verification, FDCPA compliance, appropriate use of Mini Miranda disclosures, and adherence to company communication standards.
• Review loan documentation and system entries for accuracy, completeness, and consistency with internal processes, policies and procedures.
• Perform random audits on transactional activities including due date changes, address updates, hardship requests, SCRA documentation, payment processing, title release processing, and more.
• Proactively identify process inefficiencies, documentation inaccuracies, and compliance issues across departments; communicate findings to leadership with detailed recommendations for resolution. Partner with department heads to develop, implement, and monitor corrective action plans, ensuring timely remediation and long-term effectiveness.
• Prepare and deliver QA reports on a quarterly basis (or as needed), highlighting audit results, trends, root causes, and training needs.
• Assist with onboarding and QA training for new staff, ensuring consistent understanding of quality standards, compliance protocols, and performance expectations.
• Support internal and external audits by retrieving documentation and coordinating with internal and external departments. Serve as a liaison with internal audit, compliance, and legal teams to ensure alignment with regulatory requirements at both the state and federal levels.
• Recommend updates to policies and procedures based on QA findings and evolving regulatory guidelines.
• Actively participate in continuous improvement efforts to enhance customer experience, mitigate risk and increase operational efficiency.
• Work closely with other internal departments. Contribute to team success by participating in special projects, process enhancements, other duties as assigned, and brainstorming sessions aimed at improving customer experience and operational efficiency. Embrace the pace and flexibility of a startup environment, continuously seeking ways to evolve with the business and better serve our customers and Dealers.

Qualifications :

Profile Differentiators :

Salary Range : $30.00-$38.00hr, based on experience and qualifications

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin / ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.