Quality & Training is a critical role responsible for developing and implementing Quality Assurance and Training strategies in the Collections Telecalling division. This position ensures operational excellence, compliance with internal and regulatory standards, and continuous staff upskilling to enhance performance and customer experience.

*Key Responsibilities:*

1. *Quality Management:*

- Develop and enforce QA frameworks and monitoring tools.

- Monitor calls for adherence to scripts, client SLAs, and regulatory compliance.

- Conduct audits, share insights, and drive Corrective and Preventive Actions (CAPA).

2. *Training Management:*

- Design and implement training programs for new hires and ongoing staff.

- Deliver training on collection techniques, regulatory compliance, and soft skills.

- Conduct Training Needs Analysis (TNA) and maintain an annual training calendar.

3. *Team Leadership:*

- Team leading , including Trainers, Quality Analysts, and Team Leaders.

- Set departmental goals and KPIs, conduct performance evaluations, and coaching.

4. *Compliance & Reporting:*

- Ensure compliance with internal processes and external regulatory norms.

- Maintain detailed audit records and training documentation.

- Prepare and present periodic reports on training effectiveness and team performance.

*Key Skills:*

1. Strong analytical and problem-solving skills.

2. Excellent communication, coaching, and presentation abilities.

3. Proven leadership and team management experience.

4. Expertise in quality tools and methodologies.

5. Proficiency in training design and content delivery.

*Qualifications:*

1. Graduate/Postgraduate in any discipline.

2. 5+ years of experience in collections/telecalling.

3. Strong understanding of collection processes, call center operations, and regulatory norms.

*Job Type:Full-Time

*Reports To:Tele-Collections Head

This role is ideal for someone with a strong background in quality management, training, and leadership, looking to drive operational excellence and compliance in a collections telecalling environment.

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Quality Manager - Telecalling