DigniFi · 8 hours ago
Quality & Coaching Manager
Grapevine, TX
Full-time
Onsite
Mid, Senior Level
5+ years expDigniFi is a mission-driven company that provides Point-of-Sale financing solutions to help partners increase revenue and improve customer service. The Quality & Coaching Manager will establish a QA and coaching framework to enhance customer interactions and improve agent performance within the Servicing and Collections teams.
AutomotiveFinancial ServicesFinTechMarketplace
No H1B
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
Qualification
Required
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)
1+ years of people management experience or demonstrated experience leading a QA/coaching program and influencing cross-functional stakeholders (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
Preferred
1+ years of people management experience or demonstrated experience leading a QA/coaching program and influencing cross-functional stakeholders
Benefits
Flexible PTO
12 Paid Holidays
Up to 80% Employer-Paid Premiums for Medical, Dental and Vision Insurance
Long-term Disability Insurance
Basic Life Insurance
Paid Parental Leave
Matching 401k
Company
DigniFi
DigniFi is a fintech marketplace company that connects consumers with lenders to help finance large automotive repair costs.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$189MKey Investors
Encina Lender FinanceBrigade Capital Management
2024-07-09Debt Financing· $175M
2022-07-29Convertible Note
2020-06-30Series A· $14M
Leadership Team
Neeraj Mehta
Chief Executive Officer
Eileen Cavanaugh
Chief Financial Officer
Recent News
Morningstar.com
2025-08-19
2024-10-27
Company data provided by crunchbase