Training and AI Quality Assurance Manager

MEI Group•Arlington, TX

2d•Onsite

About The Position

MEI Auto Finance is seeking a Training and AI Quality Assurance Manager to lead employee training and manage our AI-driven call quality program. This position will be responsible for developing new hires and existing employees, validating AI-generated call evaluations, and turning quality findings into effective training and measurable performance improvement. The ideal candidate combines strong training and facilitation skills with analytical and quality assurance expertise and is comfortable using technology and AI-driven tools to identify trends, improve performance, and support compliance.

Requirements

Three or more years of experience in training, quality assurance, call-center operations, collections, servicing, or a related field.
Experience developing and delivering new-hire and continuing-education programs.
Experience with call scoring, calibration, trend analysis, curriculum development, coaching, and facilitation.
Working knowledge of AI-assisted quality assurance, automated call monitoring, or speech analytics.
Strong analytical, investigative, organizational, and problem-solving skills with the ability to identify trends, root causes, and performance opportunities.
Strong written and verbal communication skills with the ability to effectively train, coach, present findings, and communicate recommendations to leadership.
Proficiency in Microsoft Word, Excel, and PowerPoint.
Ability to maintain confidentiality, exercise sound judgment, and handle sensitive customer and employee information appropriately.
Must be able to effectively manage multiple priorities and meet deadlines in a fast-paced environment.
Must comply with company policies, procedures, and applicable regulatory requirements.

Nice To Haves

Experience with learning management systems, call-recording platforms, or automated quality-monitoring tools is preferred.
Auto finance, consumer lending, collections, or other regulated financial services experience is strongly preferred.
Bachelor's degree preferred; equivalent relevant experience will be considered.

Responsibilities

Develop and conduct new-hire, refresher, and remedial training programs.
Train employees on systems, operations, policies, compliance, customer engagement, and account-resolution strategies.
Create and maintain training materials, learning system assignments, proficiency testing, and completion records.
Use quality assurance findings, operational trends, and leadership priorities to identify training needs.
Measure whether training and supervisor coaching produce sustained performance improvement.
Partner with leadership and supervisors to identify performance gaps and develop targeted training solutions.
Facilitate training sessions and provide employees with the tools and knowledge necessary to succeed in their roles.
Manage MEI Auto Finance's AI-driven call monitoring and quality assurance program.
Own QA scorecards, scoring standards, auto-fail criteria, calibration, and reporting.
Validate AI-generated evaluations against human reviews and address scoring discrepancies, false results, and scoring drift.
Review complaint, compliance, repossession, voluntary-surrender, missed-save, new-hire, and disputed calls.
Use AI monitoring to identify customer-treatment concerns, compliance risks, performance trends, and missed opportunities.
Provide supervisors with actionable coaching findings and track follow-through.
Report key trends, risks, root causes, and recommended actions to leadership.
Evaluate calls using company policies and applicable regulatory requirements.