FatakPay Digital - Trainer & Quality Analyst - Debt Collection Process (5-7 yrs)

Job Description: Trainer and Quality Analyst - Debt Collection.

Location: Marol, Andheri East, Mumbai.

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.

Job Perks:

- Competitive salary with performance-based incentives.

- Opportunity to play a key role in agent development and organizational growth.

- Exposure to cutting-edge tools and technologies in fintech debt collection.

Job Location: Marol, Andheri East, Mumbai.