Training and Quality

Role Overview: As a Training Specialist at the company, you will play a crucial role in identifying and addressing the training needs of the Collection Contact Center and Field Agencies. Your responsibilities will include: Key Responsibilities: - Identifying and assessing current and future training requirements for both the contact center and field agencies - Developing personalized training and development plans to enhance collection deliverables - Conducting training sessions for the telecollections team in both the contact center and field agencies - Monitoring and evaluating the effectiveness and success of training programs, ensuring a positive ROI - Utilizing a variety of training methods to cater to the diverse collection teams - Tailoring training programs to resolve specific issues as needed - Staying updated on training trends, best practices, and industry developments - Establishing a standardized quality framework across telecollection touchpoints in both the contact center and field - Conducting root cause analysis for quality issues, recommending insights, and developing improvement plans in collaboration with the operations team - Implementing quality governance processes and ensuring compliance monitoring with regulatory guidelines - Identifying opportunities for quality improvement and working closely with different functions to drive enhancements - Leading investigations into sensitive issues impacting telecollection performance, recommending corrective actions - Driving innovation and standardization of work processes to improve operational metrics - Enhancing technological engagement for process improvements and resource optimization Qualification Required: - Previous experience in training and development, preferably in a similar industry - Strong communication and interpersonal skills to conduct effective training sessions - Analytical skills to assess training needs and evaluate program effectiveness - Knowledge of quality management principles and practices - Ability to collaborate with cross-functional teams to drive improvement initiatives - Familiarity with regulatory guidelines related to training and quality management Your role will be pivotal in ensuring the effectiveness of training programs and maintaining high-quality standards across the telecollection teams.,