Training and Quality Assurance Manager

3 days ago


Arlington, Virginia, United States MEI Group Inc Full time
Job Title: Training & Quality Assurance Manager

MEI Group Inc is seeking a highly skilled Training & Quality Assurance Manager to join our team. As a key member of our corporate office, you will play a crucial role in shaping the success of our collections team by developing and implementing training programs and overseeing call quality standards.

Key Responsibilities:
  • Develop and coordinate new hire training programs to ensure associates fully understand policies, procedures, and job responsibilities.
  • Train new associates regarding systems, operations, policies, procedures, compliance, and account service strategies.
  • Implement learning courses in automated learning management systems, update training logs, and perform other administrative and reporting duties related to training.
  • Conduct monthly coaching sessions with managers, supervisors, and team members based on scorecard results, phone monitoring, and side-by-side floor observations.
  • Monitor and listen to call recordings to ensure compliance with State, Federal, and company policies, procedures, and customer service standards.
  • Grade calls based on established quality assurance metrics and provide feedback to individual collectors.
Requirements:
  • Minimum of 3 years of experience as a Training Manager / Trainer in auto finance lending or a related field.
  • Experience in Quality Assurance, specifically in a collections call center environment, is preferred.
  • Well-developed planning, time management, and organizational skills.
  • Demonstrated leadership skills and negotiation skills.
  • Ability to effectively plan and execute strategies.
  • Proven ability to build partnerships and direct teams.
  • Strong training, coaching, and motivational skills.
  • Excellent written and verbal communication skills.
  • Solid PC skills including knowledge of MS Office (Word, Excel, PowerPoint).
Benefits:
  • Competitive salary range: $60,000 - $70,000 (Depending on Experience)
  • Comprehensive benefits package including Health, Life, Dental, and Vision Insurance, as well as a 401k plan.
  • Paid holidays and personal time off (PTO) to support work-life balance and personal well-being.
  • Onsite gym and Teladoc service for employees.

MEI Group Inc is a privately owned group of companies based in the Dallas-Ft. Worth (DFW) region. With a resolute workforce of over three hundred talented individuals, we have been successfully operating since 1992, serving as a pillar of expertise and excellence in our industry.



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