Process Trainer

Job Title:

About the Role

Key Responsibilities:

• Training Delivery: Conduct regular training sessions on US voice-based collections processes, tools, and legal compliance, including FDCPA and other US regulations.
• Onboarding: Lead onboarding and induction training for new hires in the collections team.
• Skill Development: Continuously assess and upskill the existing workforce to ensure top-quality interactions and compliance adherence. Should have delivered voice & accent training along with process/ product training.
• Training Content: Develop, update, and maintain training materials, SOPs, scripts, and compliance documentation.
• Call Coaching: Monitor live and recorded calls, provide actionable feedback, and coach agents for quality and compliance.
• Compliance Training: Ensure team is up to date on all US collection laws, including state-specific regulations and industry best practices.
• Performance Analysis: Track training effectiveness through assessments, call quality scores, and performance metrics.
• Stakeholder Coordination: Work closely with Operations, Quality, and HR teams to align training goals with business objectives.
• Audit Readiness: Help maintain audit-ready documentation and ensure the team adheres to required compliance frameworks.
• Reporting: Generate regular performance and compliance reports for internal stakeholders and clients.
  

Desired Skills & Experience:

• 78 years of experience in

  US voice collections

  (mortgage collections preferred)
• Strong knowledge of

  US collection laws and compliance frameworks

• Hands-on experience as a

  Process Trainer / Contact Centre Trainer

  in BPO/collections domain
• Excellent communication, presentation, and coaching skills
  
• Ability to manage multiple training batches independently
  
• Willingness to work in

  both day & night shifts