Trainer and Quality Analyst – Debt Collection

Key Responsibilities:
Training Responsibilities:
1. 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.
2. 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.
3. 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.
4. Evaluation and Feedback:

Compliance Management:
1. Regulatory Adherence:
Ensure all customer communication complies with regulatory guidelines (e.g., RBI).
Assist in audits and ensure proper documentation of escalations and resolutions.
2. Policy and Process Implementation:
Monitor compliance with company policies and procedures during customer interactions.
Assist in developing SOPs for handling escalations and ensuring compliance with legal standards.
3. Documentation and Reporting:
Maintain accurate records of escalations, resolutions, and compliance checks.
Prepare regular compliance reports for management review.

Design and deliver comprehensive training programs for debt collection agents, including onboarding and refresher training.
Experience: Minimum 3 years in training or quality analysis, preferably in the financial services or debt collection domain
Education: Graduate in any discipline
Certification: DRA Certificate (added advantage)

Key Skills and Requirements:
Experience: Minimum 2 years in customer escalation handling or compliance roles, preferably in financial services.
Education: Graduate in any discipline (Law or Commerce background preferred).

Technical Skills:
Proficiency in Excel and CRM systems for reporting and case management.
Knowledge of legal and regulatory frameworks related to debt collection.
Soft Skills:
Strong communication and negotiation skills.
Ability to handle difficult conversations with professionalism and empathy.
Analytical Skills:
Detail-oriented with the ability to identify patterns and trends in grievances.
Critical thinking to suggest improvements in processes.
Work Ethic: Organized, proactive, and focused on timely resolution.
Exposure to regulatory frameworks and compliance best practices.
Should have exp in Quality Analyst