Quality & Coaching Manager

DigniFi•Grapevine, TX

8d•Onsite

About The Position

Are you ready to build the excellence framework that transforms how we serve customers at their most vulnerable financial moments? As DigniFi's Quality & Coaching Manager, you'll create the QA and coaching infrastructure that ensures every customer interaction reflects our commitment to responsible, respectful financing. You'll partner with Collections leadership, Compliance, Legal, and Operations to translate quality insights into actionable improvement strategies that measurably improve agent performance across our Servicing and Collections teams. This role combines strategic thinking with hands-on execution, offering significant growth potential. You'll help create meaningful customer outcomes and ensure every interaction helps someone access the financing they need to keep their vehicle running and their life moving forward.

Requirements

Bachelor’s degree in Business, Operations, Training, Quality, or a related field; equivalent experience may be considered.
5+ years of experience in quality assurance, coaching/training, call center operations, collections operations, and/or loan servicing (consumer lending preferred).
Strong working knowledge of consumer collections/servicing compliance expectations (e.g., FDCPA and TCPA); able to partner effectively with Compliance & Legal.
Demonstrated ability to design QA rubrics/scorecards, facilitate calibration, and deliver coaching that improves measurable performance.
Experience with relevant tools and systems (e.g., Five9, Peach or similar servicing platform, QA tooling, ticketing systems, Excel/Google Sheets, Lattice or similar performance tools).
Data-driven approach: ability to analyze QA results, identify trends/themes, and translate findings into actionable training, process, or policy recommendations.
High discretion and strong judgment handling sensitive customer information and employee performance data.

Nice To Haves

1+ years of people management experience or demonstrated experience leading a QA/coaching program and influencing cross-functional stakeholders (preferred).

Responsibilities

Own the Servicing & Collections QA program: define the QA framework, sampling methodology (calls, tickets, notes), and scorecards/rubrics; deliver recurring quality reporting.
Define QA standards, scoring rubrics, and sampling approach; adjust sampling based on risk, volume, and performance signals.
Build and maintain QA scorecards/reporting; trend quality outcomes by agent, team, delinquency bucket, and interaction type; highlight key themes.
Maintain version control and a change log for QA rubric updates to ensure traceability and consistent application.
Run QA calibration and governance with operations leadership; maintain scoring guidelines and ensure consistent standards across reviewers and time.
Manage and develop QA/coaching staff (e.g., Quality & Coaching Specialist(s)); set priorities, review work quality, and coach for performance.
Design and deliver onboarding and ongoing training programs for collections and servicing (calendar, curriculum, job aids, and readiness assessments).
Develop coaching playbooks aligned to observed defects (disclosures, call control, negotiation, documentation quality, and customer experience).
Lead coaching sessions such as call reviews, side-by-sides, shadowing, and role-play; ensure coaching is documented and follow-up actions are completed.
Partner with managers on performance improvement plans and corrective action when needed; track progress and outcomes over time.
Translate QA themes into targeted coaching plans, script/process updates, and measurable performance improvement in partnership with Servicing and Collections leaders.
Own the new-hire onboarding program (30-45 days or as defined) including systems, scripts, compliance fundamentals, and scenario-based practice; certify readiness before independent production work.
Maintain training materials, job aids, and knowledge checks; deliver just-in-time training when strategies, scripts, policies, or tools change.
Measure training effectiveness using QA themes, error rates, and KPI movement; iterate curriculum based on observed outcomes.
Perform documentation and file note quality reviews (including third-party communications) to ensure records support disputes, audits, and legal/bankruptcy escalations.
Partner with Compliance, Legal, and Operational Risk to incorporate approved regulatory/control updates into QA checks and training materials; track completion and evidence.
Maintain organized, audit-ready artifacts (QA results, coaching logs, training completion) and respond to evidence requests on time.
Own compliance-aligned training delivery and tracking (call controls, documentation standards, FDCPA/TCPA fundamentals) and coordinate updates with Compliance & Legal.
Maintain audit-ready documentation/evidence for QA work, coaching actions, and training completion; support operational risk requests and audits.
Deliver regular quality readouts to leadership with clear themes, root-cause hypotheses, and recommended actions; track action closure where applicable.
Coordinate with Analytics/BI and operations to strengthen QA reporting, data integrity, and performance measurement alignment.
Identify recurring defects, control gaps, and customer harm risks; escalate issues promptly and support root-cause remediation with clear owners and follow-up.