Trainer /Quality Analyst - Debt Collection Process

Job Description

Experience: Minimum 3 years in training or quality analysis, preferably in the financial services or debt collection domain.Certification: DRA Certificate (added advantage).Key Responsibilities:Training Responsibilities:Training Program Development:- Design and deliver comprehensive training programs for debt collection agents, including onboarding and refresher training.- Develop training materials, modules, and SOPs to enhance agent performance and compliance.Skill Enhancement:- Provide training on negotiation skills, customer interaction techniques, and product knowledge.- Conduct soft skills training to improve communication, empathy, and problem-solving capabilities.Compliance and Regulatory Training:- Train agents on regulatory guidelines, compliance requirements, and company policies.- Ensure agents are equipped to handle sensitive customer situations ethically and professionally.Evaluation and Feedback:- Conduct assessments and quizzes to evaluate training effectiveness.- Provide constructive feedback to agents and track their progress post-training. Quality Analysis Responsibilities:Monitoring and Evaluation:- Regularly monitor and evaluate agent calls to ensure adherence to quality and compliance standards.- Identify areas of improvement in agent performance, communication, and customer handling.Reporting and Feedback:- Prepare quality scorecards and reports for management.- Provide individual feedback to agents on their performance and areas requiring improvement.Process Improvement: - Identify recurring issues in calls or workflows and recommend process improvements.- Work closely with team leaders to ensure quality standards are upheld across teams.Audits and Compliance Checks:- Conduct periodic audits of agent interactions (voice and digital) to ensure compliance with company policies.- Highlight any deviations or non-compliance issues to the management.Key Skills and Requirements:Experience: Minimum 3 years in training or quality analysis, preferably in the debt collection or financial services industry. Technical Skills:.- Familiarity with CRM systems and call monitoring tools.- Proficiency in Excel for reporting and analysis.Training Skills:- Strong ability to design and deliver engaging training programs.- Excellent presentation and communication skills.Quality Analysis Skills:- Detail-oriented with a keen ability to identify issues in agent performance.- Analytical mindset to evaluate call metrics and provide actionable insights.- Work Ethic: Proactive, organized, and goal-oriented.