Quality Assurance Specialist II

Yamaha Motor Corporation, USA•Kennesaw, GA

1d•Hybrid

About The Position

Yamaha Motor Finance Corporation, U.S.A. (YMFUS) is seeking a Quality Assurance Specialist II to support the integrity and quality of our retail servicing operations. This role performs quality reviews, call monitoring, policy and procedural audits, complaint management, and vendor oversight activities to help ensure compliance with company standards, customer expectations, and applicable regulatory requirements. The position also analyzes operational performance data and provides actionable insights that promote continuous improvement across servicing operations.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
Experience using Microsoft Office applications, including Excel for data analysis and reporting, Word, and PowerPoint.
Strong written and verbal communication skills.
Strong analytical, research, and problem-solving abilities.
Exceptional attention to detail and organizational skills.
Ability to analyze operational data, identify trends, and present findings clearly and concisely.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Ability to handle confidential and sensitive information with professionalism and discretion.
Ability to work independently while collaborating effectively with cross-functional teams.

Nice To Haves

Experience in quality assurance, collections, call monitoring, or servicing operations within a financial services environment.
Experience analyzing operational performance metrics and preparing business review presentations.
Working knowledge of consumer lending and servicing regulations.
Experience conducting quality reviews, audits, or compliance monitoring activities.
Experience overseeing or evaluating third-party vendor performance.
Familiarity with complaint management and corrective action tracking processes.

Responsibilities

Conduct quality reviews, call monitoring activities, and policy and procedural audits of internal and third-party servicing operations.
Prepare detailed audit recaps including findings, trend analysis, root causes, and training recommendations.
Gather, organize, and maintain documentation supporting state examinations, JSOX reviews, and other internal and external audit requests.
Partner with Compliance to research and respond to regulatory complaints, including Consumer Financial Protection Bureau (CFPB) and Better Business Bureau (BBB) inquiries.
Track complaints requiring corrective action and ensure timely and complete resolution.
Monitor and analyze daily and month-over-month quality and complaint metrics.
Prepare reports and presentations for business reviews highlighting performance trends, recurring issues, risks, and process improvement opportunities.
Research unidentified customer, vendor, and dealer payments and coordinate with servicing vendors to ensure accurate posting.
Exercise independent judgment when working with vendors, dealers, and internal and external business partners.
Make decisions regarding review findings, complaint resolution, and escalation activities within established policies, procedures, and regulatory guidelines.
Identify emerging performance trends and operational risks and escalate findings with recommended corrective actions.
Support additional projects and responsibilities as assigned.