Trainer ( US Collections)

Trainer US Collections Operations,

About the role

We are hiring an experienced trainer to lead training delivery for our India collections team. You will deliver onboarding, compliance, and client-specific training for agents supporting US first-party and third-party collections. You will report to our Training and Leadership Development team in the US and work closely with local operations leaders.

What you'll do

• Deliver new-hire onboarding for collections agents, from systems and call flow to negotiation and compliance
• Run recurring compliance refresher training on US regulations and track completions
• Deliver client-specific process training and roll out updates as requirements change
• Support new agents on the floor during nesting with side-by-side coaching
• Take part in QA calibration and coach agents using call reviews
• Share class results, trends, and feedback with the US training team

What you bring

• 3–5 years of classroom training experience in a BPO or contact center
• Experience training voice agents who handle US customers
• Excellent spoken and written English
• Experience with call quality scorecards, monitoring, or coaching
• Ability to work independently with a manager based in the US
• Willingness to work US business hours (night shift IST)

Preferred

• Experience in US debt collections or another regulated process
• Familiarity with FDCPA, Reg F, or TCPA
• Experience with an LMS or training records