Collection Trainer

Job id - 1121270

Skills
Collection Trainer

Job Description

Location: Gurgaon
Employment Type: Full-Time
Experience Required: 3–5 Years (BPO – Training)
Salary Range: 5-6 LPA
Working Days: 5–6 Days/Week (As per Process Requirements)

Job Summary

We are looking for a dynamic and performance-driven Trainer to manage training and development activities for both in-house teams and external agency partners. The ideal candidate should have experience in BPO training, process training, and performance improvement initiatives. The role involves conducting training programs, identifying skill gaps, ensuring compliance adherence, and driving continuous improvement in operational performance.

Key Responsibilities

In-House Training Responsibilities

  • Conduct induction and onboarding training sessions for new hires.
  • Deliver refresher training, product updates, process updates, and behavioral training sessions.
  • Develop, update, and maintain training content including SOPs, training modules, scripts, presentations, and assessments.
  • Conduct mock calls, role-plays, practical evaluations, and knowledge assessments.
  • Identify training needs through QA feedback, operational metrics, business requirements, and performance analysis.
  • Monitor trainee performance and track training effectiveness through reports and evaluations.
  • Provide coaching, mentoring, and feedback to improve team productivity and quality performance.
  • Collaborate with operations and quality teams to ensure training effectiveness and process alignment.

Agency Training Responsibilities

  • Ensure all agency trainers are certified and aligned with the company’s process standards.
  • Conduct and manage refresher training sessions and process update training for agency teams.
  • Ensure agency adherence to company policies, compliance standards, SOPs, and operational guidelines.
  • Coordinate with agency trainers and operations teams for training schedules and performance improvement initiatives.
  • Identify and address training gaps, escalations, and recurring performance issues.
  • Maintain training records, attendance sheets, certification reports, and assessment documentation for agency partners.
  • Ensure all training activities comply with regulatory and internal compliance requirements.

Key Skills & Competencies

  • Strong communication, presentation, and interpersonal skills.
  • Good understanding of training methodologies and adult learning principles.
  • Ability to manage multiple stakeholders including internal teams and external agencies.
  • Strong analytical and problem-solving abilities to identify and resolve performance gaps.
  • Proficiency in MS Excel, PowerPoint, and reporting tools.
  • Good organizational, planning, and time management skills.
  • Ability to work in a fast-paced and target-driven environment.

Qualifications & Experience

  • Graduate in any discipline.
  • 3–5 years of experience in Training, Quality, or Operations roles.
  • Prior experience in BPO, Contact Center, Collections, Customer Service, or Financial Services domain preferred.
  • Experience in handling agency training and external stakeholders will be an added advantage.

Key Performance Indicators (KPIs)

  • Training completion and certification rates.
  • Improvement in quality and productivity scores post-training.
  • Reduction in repeat errors, escalations, and process deviations.
  • Agency compliance adherence and performance improvement.
  • Positive feedback from trainees, operations teams, and stakeholders.

Preferred Candidate Profile

  • Energetic and confident trainer with strong facilitation skills.
  • Ability to engage and motivate trainees effectively.
  • Strong ownership mindset with attention to detail.
  • Comfortable managing multiple training batches and agency stakeholders simultaneously.
  • Adaptable to changing business and process requirements.