Quality & Coaching Manager

About Digni Fi

Digni Fi is a mission-driven company whose Point-of-Sale financing solution helps 2,000+ partners increase revenue, drive accessory orders, and decrease deferred repairs. By partnering with dealerships and service centers, Digni Fi offers financing products at the point of sale for consumers to finance auto repairs, service, parts, accessories, maintenance packages and more.

Our mission is to help auto dealers and service centers grow by offering their customers innovative, inclusive financing. Our vision is to make financing for the needs of daily life accessible and inclusive. Come join us on this exciting ride!

Are you ready to build the excellence framework that transforms how we serve customers at their most vulnerable financial moments?

As Digni Fi’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.

• QA Program Governance & Scorecards
  • 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.
• Coaching Strategy & Performance Improvement
  • 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‑side, 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.
• Training, Onboarding & Enablement
  • 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.
• Documentation, Controls & Compliance Partnership
  • 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…