Quality Assurance Specialist II

Yamaha Motor Finance has an opening for a Quality Assurance Specialist II. The QA II supports the integrity and quality of Yamaha Motor Financial Services' retail servicing operations by conducting call monitoring, policy and procedural audits, and vendor quality reviews. The role manages complaint intake, resolution, and corrective action tracking, and partners with Compliance to make sure servicing activities meet company standards, customer expectations, and applicable regulatory requirements. The role also monitors and analyzes daily and month-over-month performance metrics and delivers clear findings to support business reviews and drive continuous improvement. 

What You'll Be Doing -  

• Conduct quality reviews, call monitoring, and policy & procedural audits of internal and third-party servicing operations. Complete detailed recaps covering findings, trend analysis, and training recommendations to ensure consistent adherence to internal company standards and regulatory requirements. 
• Gather and organize data and documentation supporting State examination requests, JSOX, and other external audit requests for QA Originations and QA Retail Servicing. 
• Partners with Compliance to research and respond to regulatory complaints, including those filed with the Consumer Financial Protection Bureau (CFPB), and consumer complaints, including those filed with the Better Business Bureau (BBB). 
• Monitors, updates, and follows up on complaints that require corrective action. Confirm that each one is resolved completely and on time. 
• Monitors and analyze daily and month-over-month (MoM) quality and complaint metrics. 
• Prepares reports and presentations for business reviews that highlight performance trends, recurring issues, and opportunities for process improvement. 
• Research unidentified payments received from customers, vendors, and dealers, and routes them to the appropriate servicing vendor for accurate payment posting. 
• Exercises a moderate degree of autonomy and independent judgment when working with vendors, 
• dealers, and internal and external business units. 
• Makes decisions about review findings, complaint resolution, and escalation, within established policies, 
• procedures, and regulatory guidelines. 
• Identifies performance trends and risks in the metrics and escalates them to management with 
• recommended actions. 
• Perform other duties as assigned 

Qualifications -  

• Bachelor’s degree or equivalent combination of education/experience required. 
• Experience in quality assurance, collections, or call monitoring within a financial services or servicing 
• setting preferred. 
• Experience analyzing operational data and tracking daily and month-over-month (MoM) performance 
• metrics, with the ability to turn results into clear report-outs for business reviews. 
• Proficiency in Microsoft Office applications required, including Excel (for data analysis and reporting), Word, and PowerPoint (for business review presentations). 
• Strong written and verbal communication skills. 
• Strong attention to detail, with solid analytical and research skills. 
• Ability to analyze data, identify trends, and present findings clearly and concisely to management and 
• business partners. 
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment. 
• Ability to handle confidential and sensitive information with discretion and professionalism. 
• Working knowledge of consumer lending and servicing regulations preferred. 
• Experience in Quality Review, Auditing, and Third-Party Vendor oversight preferred. 
• Ability to perform additional duties as assigned, consistent with company policies and guidelines