Quality Control Specialist

Job Description Lightfoots Solicitors has been at the heart of the community in Thame for 170 years. With five offices across Oxfordshire and Buckinghamshire, Lightfoots is proud of its unrivalled reputation of excellence for all our services. We are looking for a Quality Control Specialist (Collections) who will be responsible for helping to ensure that processes in our Customer Contact and Litigation teams comply with department specific requirements, as well as specific lender requirements and helping to ensure that our high-quality standards are maintained. This role reports directly into the QA & Compliance Manager.The work is varied and interesting and you would be part of a friendly, developing & growing team.Key Responsibilities:Quality Control Auditing: Reviewing recorded telephone calls and case files generated from our Customer Contact and Litigation teams to ensure adherence to compliance & department standards. Maintaining & carrying out quality control checks to minimise customer detriment and ensure the department processes and procedures are being followed.Regulatory Compliance: Ensuring all actions taken by the team follow external regulations, Client prescribed requirements and internal "outcomes-based" expectations. Investigating and assisting in the resolution of client complaints.Case Review & Remediation: Identifying errors in account management, such as incorrect application of forbearance, and initiating remediation or account rectification.Data Analysis & Reporting: Analysing quality data to identify trends, root causes of issues, and potential risks.Feedback & Training: Providing constructive feedback to agents and identifying skill gaps to support the development of staff, including new hires.Support: Supporting the Collections & Quality Assurance Managers in day-to-day activities and any specific designated tasks.What Were Looking For:Experience in Financial Services: Previous experience in a regulated environment, specifically in mortgage servicing, collections, or arrears management is preferred or at least a strong QC background with ability to learn quickly.Analytical skills: High attention to details with the ability to spot inconsistencies, anomalies and patterns.Communication Skills: Strong verbal and written communication for providing feedback and reporting on findings.Personal skills: Honesty and integrity. Ability to work as part of a team or alone.Please note, this list is not an exhaustive list of duties and may be subject to change based on the needs of the FirmWhy work for Lightfoots Solicitors?Our staff are our greatest asset, and we work hard to provide a culture where you can thrive and enjoy a fantastic career. Our benefits package has been built around what our people value the most;Money MattersCompetitive industry salary - with annual salary reviewsEnhanced pension contributions - with qualifying serviceDiscounted legal fees - discounted conveyancing & wills for you and your familyPersonal financial advice - helping you achieve your financial goalsDiscounts - from a wide range of retailersEmployee Referral Scheme - up to 1000 bonusMind, Body & Soul MattersEnhanced holiday allowance - which increases with servicePrivate Health Insurance - with Bupa (with qualifying service)Healthcare Cash Plan - money back for everyday health expenses, for you and your dependents, such as optical & dental24/7 Virtual GP Access - help & support available for when you needCompany Sick Pay - with the option to use this for caring for a dependantFree flu jabs- onsite annual flu vaccinationsDiscounted Gym Memberships - as well as discounts for other health related retailersFree fruit in all offices - fresh fruit delivered to the office each weekEmployee Assistance Programme - 24/7 access to counselling and supportMental health first aiders - we have nine qualified Mental Health First Aiders across the firm providing confidential supportWellbeing events - held throughout the year, from stress resilience workshops to wellbeing breakfasts and lunchtime walksPaid volunteer days - to volunteer for a charity of your choiceEvents - firm organised events throughout the year including quarterly socials, breakfast briefings, book club , Christmas party & lots more.Committees - we have active Social ,Charity, Wellbeing and ESG committees.Family MattersEnhanced family leave - enhanced pay for Maternity, Adoption, Paternity & Shared Parental leaveFlexible working - our Flexible working policy helps with your work life balanceFlexible sickness entitlement - the option to use your own sickness entitlement if a dependent is unwell and needs careHealthcare Cash Plan - money back for everyday health expenses, for you and your dependentsCareer MattersLearning & Development - access to hundreds of webinars and training coursesPaid exam leave - with sponsored training opportunitiesLong Service Awards - we celebrate & reward our long standing colleaguesLightfoots Core Values Award - Rewarding colleagues who have demonstrated our core valuesApplyIf you think this role is perfect for you (or nearly perfect, we would still like to hear from you) please apply or if you would simply like to find out more you can contact our recruitment team on [email protected] a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview, please do let us know.Recruitment decisions are made on fair and objective criteria. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, Confidential malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by Fair Processing Notices for Cifas' Databases | Cifas

Created: 2026-04-04