Compliance & Quality Assurance SpecialistLocation: Jacksonville, FLDepartment: ComplianceJob Type: Full-Time | On-SiteJoin a Team That Protects Our Business and Drives Operational ExcellenceNational Recovery Associates (NRA) is seeking a Compliance & Quality Assurance Specialist to support our Compliance Department. This role is responsible for ensuring our collection operations comply with federal and state regulations, client requirements, and company policies while promoting quality, consistency, and continuous improvement across the organization.If you have experience in compliance, quality assurance, auditing, or the collections industry and enjoy identifying opportunities for improvement, we'd like to hear from you.What You'll DoComplianceConduct compliance monitoring and internal audits.Ensure compliance with company policies, client requirements, and applicable laws.Monitor compliance with:Fair Debt Collection Practices Act (FDCPA)Fair Credit Reporting Act (FCRA)Telephone Consumer Protection Act (TCPA)UDAAPCFPB regulationsState collection lawsPrivacy and information security requirementsResearch and communicate regulatory changes.Assist with maintaining the Compliance Management System (CMS).Review and update compliance policies and procedures.Support internal, client, and regulatory audits.Maintain audit documentation, corrective action plans, and compliance logs.Assist with third‑party vendor compliance reviews.Investigate compliance concerns and assist with resolutions.Quality AssuranceEvaluate inbound and outbound collection calls for compliance and quality.Review letters, emails, and text messages for regulatory compliance.Utilize quality monitoring platforms including Sedric and call recording systems.Score calls using established QA scorecards.Identify coaching opportunities and compliance risks.Prepare QA reports and communicate findings to management.Partner with Operations and Training to improve performance.Participate in calibration sessions.Monitor quality metrics and KPIs.Complaint & Investigation SupportAssist with consumer complaint investigations.Support regulatory and client inquiries.Maintain complaint tracking documentation.Identify complaint trends and recommend corrective actions.Training & CoachingAssist with developing compliance and QA training materials.Deliver compliance and quality coaching as assigned.Maintain training records and completion documentation.Reporting & DocumentationPrepare compliance and QA reports.Maintain audit, investigation, and corrective action records.Assist with dashboards and performance metrics.Ensure documentation meets company record retention requirements.QualificationsRequiredMinimum of 2 years of experience in:ComplianceQuality AssuranceAuditingCollectionsFinancial ServicesLegal ServicesStrong analytical and investigative skills.Excellent written and verbal communication.Strong organizational and time management skills.High attention to detail.Ability to manage multiple priorities.Proficient in Microsoft Excel, Word, Outlook, and PowerPoint.PreferredBachelor's degree in Business Administration, Compliance, Finance, Criminal Justice, Legal Studies, or a related field.Experience within the Accounts Receivable Management (ARM) or Debt Collection industry.Experience evaluating collection calls and compliance performance.Knowledge of collection operations and regulatory compliance.Preferred Systems ExperienceExperience with one or more of the following is preferred:SedricLiveVoxLatitudeMediaVaultFiles.comCall Recording SystemsQuality Monitoring PlatformsDocument Management SystemsWhat We're Looking ForThe ideal candidate demonstrates:Integrity and ethical decision-makingStrong regulatory knowledgeQuality-focused mindsetCritical thinking and problem-solvingAttention to detailProfessional communicationAccountabilityCollaborationExcellent time managementCommitment to continuous improvementPerformance ExpectationsSuccess in this role will be measured by:Timely completion of compliance and QA reviewsAccuracy and consistency of audit findingsIdentification and escalation of compliance risksEffectiveness of coaching recommendationsCompletion of corrective action follow-up#J-18808-Ljbffr