Director, Quality Assurance

About the role

The Director of Vendor Quality Assurance plays a crucial role in ensuring third-party vendor relationships align with regulatory requirements, internal policies, and organizational standards. This role oversees governance, risk management, and performance oversight, ensuring vendors deliver consistent, high-quality outcomes that support broader business objectives.

Responsibilities

• Develop and execute the vendor quality assurance strategy for the organization
• Establish and maintain vendor quality standards, policies, and procedures that meet or exceed industry standards and customer expectations
• Ensure vendor adherence to collections-specific regulatory requirements, including appropriate 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. We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.