Trainer & Quality Analyst Debt Collections

As a Trainer and Quality Analyst in Debt Collection, your role involves developing and delivering training programs for debt collection agents to enhance their performance and compliance. You will be responsible for conducting skill enhancement sessions, compliance training, and providing feedback to agents to track their progress post-training. Key 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. Qualification Required: - Experience: Minimum 3 years in training or quality analysis, preferably in the debt collection or financial services industry. - Education: Graduate in any discipline. - 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. In this role, you will have the opportunity to contribute to agent development and organizational growth while gaining exposure to cutting-edge tools and technologies in fintech debt collection. The job location is in Marol, Andheri East, Mumbai. If this role aligns with your expertise and career goals, please apply by mentioning "Trainer and Quality Analyst" in the subject line of your email.,