Training and AI Quality Assurance Manager

MEI Group; Arlington (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Access to a fully equipped onsite gym

Job summary

MEI Auto Finance USA, Arlington, TX, is seeking a Training and AI Quality Assurance Manager to lead employee development and manage our AI-driven call quality program.

You will develop new-hire and ongoing training, validate AI-generated evaluations, and translate findings into measurable performance improvements, combining training expertise with QA analytics.

Qualifications

• Three or more years of experience in training, quality assurance, call-center operations, collections, servicing, or a related field.

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.

Skills

Training

Quality Assurance

Call Center Operations

Analytics

Education

Bachelor's degree

Tools

Learning Management Systems

Call Recording Platforms

Automated Quality Monitoring Tools

Job description

Job Details

Job Location: MEI Auto Finance Inc. - Arlington, TX 76006

Training and AI Quality Assurance Manager

Location: Arlington, TX

Schedule: Full-Time | Monday - Friday | Occasional Evening or Weekend Hours as Needed

Compensation

Competitive Pay

Benefits

• Medical, Dental, Vision, and Life Insurance
• Short-Term and Long-Term Disability Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays

Perks

• Access to a fully equipped onsite gym at our Arlington Corporate Office.

About MEI Group USA

MEI Group USA is a diversified organization with more than 30 years of experience across the automotive, finance, technology, insurance, and real estate industries. We operate 8 Buy Here Pay Here dealerships and MEI Auto Finance, selling more than 6,500 vehicles annually and employing more than 300 team members.

Position Summary

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.

Key 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.

AI Quality Assurance

• 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.

Qualifications & 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.
• 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.
• 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.
• Bachelor's degree preferred; equivalent relevant experience will be considered.
• 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.

Why Join MEI Group?

As part of MEI Group USA, you'll have the opportunity to contribute to the continued growth and development of a company with more than 30 years of experience across the automotive and financial services industries.

If you're passionate about employee development, quality assurance, technology, and creating measurable performance improvements, this role offers an opportunity to make a meaningful impact across the organization.

Build your career with MEI Group