Director, Quality Assurance

About the role

The Director of Vendor Quality Assurance will lead end-to-end governance, risk management, and performance oversight of third-party vendor relationships. This role ensures vendors comply with regulatory requirements, internal policies, and organizational standards, focusing on consistent, high-quality outcomes supporting broader business objectives.

Responsibilities

• Develop and execute the vendor quality assurance strategy for the organization
• Establish and maintain vendor quality standards, policies, and procedures meeting or exceeding industry standards and customer expectations
• Ensure vendor adherence to collections-specific regulatory requirements, including proper handling of borrower communications and third-party disclosures
• Establish controls to monitor customer interactions, settlement practices, and recovery activities to prevent regulatory violations
• Oversee quality review frameworks for call monitoring, correspondence, and account handling activities aligned to risk criteria
• Build and lead a team of quality assurance professionals
• Develop and implement quality metrics and reporting to measure the effectiveness of quality assurance initiatives
• Deliver executive-level reporting on vendor quality/compliance performance and risk exposure
• Work closely with cross-functional teams to ensure quality practices are implemented across the organization
• Drive continuous improvement in quality processes and systems
• Identify and address quality issues and risks proactively
• Conduct quality audits on-site at vendor locations to assess performance, compliance, and control effectiveness
• Partner with the business, Vendor Management Office (VMO), Legal, and Compliance on risk tiering and vendor segmentation
• Oversee third-party due diligence and ongoing monitoring programs to mitigate operational, compliance, reputational, and strategic risk

Requirements

• Minimum: Indicate minimum education, skills, and experience required
• Experience in the development and implementation of quality systems and processes
• Deep knowledge of third-party risk frameworks and vendor governance models
• Experience overseeing collections, recovery, or debt settlement vendors
• Experience with risk-based quality assurance frameworks and monitoring methodologies
• Demonstrated experience managing regulatory exams, audits, or compliance reviews
• Strong knowledge of regulatory requirements and standards
• Excellent communication, interpersonal, and leadership skills
• Strong problem-solving and analytical skills
• Demonstrated ability to drive continuous improvement in quality processes and systems

Qualifications

• Preferred: Indicate "nice to have" regarding education, skills, and experience
• Bachelor's degree in a relevant field (e.g., Quality Management, Vendor Oversight)
• 10+ years of experience in quality assurance, vendor management, and/or compliance/risk, with a minimum of 5 years in a leadership role
• Advanced degree or relevant certification (e.g., compliance, risk, quality, vendor management)

Skills

• Experience in the development and implementation of quality systems and processes
• Deep knowledge of third-party risk frameworks and vendor governance models
• Experience overseeing collections, recovery, or debt settlement vendors
• Experience with risk-based quality assurance frameworks and monitoring methodologies
• Demonstrated experience managing regulatory exams, audits, or compliance reviews
• Strong knowledge of regulatory requirements and standards
• Excellent communication, interpersonal, and leadership skills
• Strong problem-solving and analytical skills
• Demonstrated ability to drive continuous improvement in quality processes and systems

Benefits

Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

Pay

Competitive base salaries Bonus incentives Generous PTO, Floating Holidays and 12 Federal Holidays observedSupport for financial-well-being and retirement 401k with employer matchComprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and moreEmployer paid short-term/long-term disability and basic life insurance Flexible hybrid working arrangements.Paid parental leave and adoption reimbursement programsFree access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware) Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentivesTuition Reimbursement and Family Scholarship ProgramsCareer development and training opportunities

Schedule

Flexible hybrid working arrangements.