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Compliance & Quality Assurance Specialist

Location: Jacksonville, FL
Department: Compliance
Job Type: Full-Time | On-Site

Join a Team That Protects Our Business and Drives Operational Excellence

National 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 DoCompliance

• Conduct 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)
• UDAAP
• CFPB regulations
• State collection laws
• Privacy and information security requirements
• Research 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 Assurance

• Evaluate 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 Support

• Assist with consumer complaint investigations.
• Support regulatory and client inquiries.
• Maintain complaint tracking documentation.
• Identify complaint trends and recommend corrective actions.

Training & Coaching

• Assist with developing compliance and QA training materials.
• Deliver compliance and quality coaching as assigned.
• Maintain training records and completion documentation.

Reporting & Documentation

• Prepare compliance and QA reports.
• Maintain audit, investigation, and corrective action records.
• Assist with dashboards and performance metrics.
• Ensure documentation meets company record retention requirements.

QualificationsRequired

• Minimum of 2 years of experience in:
• Compliance
• Quality Assurance
• Auditing
• Collections
• Financial Services
• Legal Services
• Strong 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.

Preferred

• Bachelor'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 Experience

Experience with one or more of the following is preferred:

• Sedric
• LiveVox
• Latitude
• MediaVault
• Files.com
• Call Recording Systems
• Quality Monitoring Platforms
• Document Management Systems

What We're Looking For

The ideal candidate demonstrates:

• Integrity and ethical decision-making
• Strong regulatory knowledge
• Quality-focused mindset
• Critical thinking and problem-solving
• Attention to detail
• Professional communication
• Accountability
• Collaboration
• Excellent time management
• Commitment to continuous improvement

Performance Expectations

Success in this role will be measured by:

• Timely completion of compliance and QA reviews
• Accuracy and consistency of audit findings
• Identification and escalation of compliance risks
• Effectiveness of coaching recommendations
• Completion of corrective action follow-up
• Timely and accurate reporting
• Contributions to process improvement initiatives
• Support of audit readiness and regulatory compliance efforts

Why Join National Recovery Associates?

At National Recovery Associates, you'll have the opportunity to make a meaningful impact by helping protect the organization, improve operational quality, and support a culture of compliance. You'll work alongside experienced professionals in a collaborative environment that values integrity, accountability, and continuous improvement.

Benefits

• Competitive Compensation
• Medical, Dental & Vision Insurance
• Paid Time Off
• Paid Holidays
• 401(k)
• Career Growth Opportunities
• Professional Development
• Supportive Team Environment

National Recovery Associates is an Equal Opportunity Employer.

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• This position requires previous experience in the debt collections industry. Do you meet this qualification?
• You must have compliance background in the debt collections industry. Do you meet this qualification?

Work Location: In person