Training Specialist

VirtualTeam FinServ hiring a dynamic and experienced #Trainer and #Quality Analyst for our Dubai-based Banking Debt Collection and Recovery Process. As a channel partner of reputed Dubai banks, we seek a professional who can handle both training and quality monitoring responsibilities to ensure our collection agents consistently perform at high standards while maintaining compliance and customer service excellence.

Key Responsibilities:

#Training:

Conduct induction and ongoing training programs for debt collection and recovery agents.

Design and update training content to reflect Dubai banking norms and recovery regulations.

Deliver modules on call etiquette, negotiation skills, objection handling, and compliance.

Identify performance gaps and deliver targeted refresher training.

Maintain training records, evaluation sheets, and feedback reports.

#Quality Assurance:

Monitor and evaluate outbound/inbound calls to ensure adherence to scripts, policies, and compliance standards.

Provide constructive feedback to agents based on audits.

Maintain QA dashboards and share quality insights with the operations team.

Conduct regular calibration sessions to align on quality standards.

Highlight process gaps and assist in implementing corrective actions.

Candidate Profile:

Graduate in any stream (Finance/BPO experience preferred).

Minimum 6 months of experience in a similar dual role in banking BPOs or debt collection processes.

Strong understanding of Dubai banking recovery norms and international compliance standards.

Excellent verbal and written communication skills in English.

Proficient in MS Office and CRM tools.

Ability to multitask and manage both training delivery and QA responsibilities.

No relocated candidates are allowed. Only delhi candidates are preferred.