Trainer & Quality Analyst Collections

Collections Call Center Trainer and Quality Analyst (on a Third party Visa sponsorship and payroll)

Job Summary:

We are seeking an experienced and dynamic professional to join our Collections Business Unit as a Collections Call Center Trainer and Quality this role you will be responsible for developing and delivering comprehensive training programs to our collections call centre staff ensuring they possess the necessary knowledge skills and techniques to manage delinquent accounts effectively and achieve optimal recovery rates. Additionally you will play a crucial role in monitoring and analysing call quality identifying areas for improvement and implementing strategies to enhance operational efficiency and customer experience.

Key Responsibilities:

Training Program Development and Delivery:

• Design and implement comprehensive training curricula for collections call centre agents covering topics such as collections strategies communication techniques compliance regulations and customer service best practices.
  

• Develop engaging and interactive training materials including presentations case studies role-playing scenarios and assessments.
  

• Conduct regular training sessions ensuring that agents are equipped with the necessary knowledge and skills to handle collections effectively.
  

• Continuously update and refine training materials to align with industry best practices regulatory changes and organizational policies.
  

Call Quality Monitoring and Analysis:

• Establish robust call monitoring processes to assess the quality of collections calls ensuring adherence to compliance standards customer service protocols and performance metrics.
  

• Conduct regular call calibrations and evaluations providing constructive feedback to agents and identifying areas for improvement.
  

• Analyse call data and performance metrics to identify trends pain points and opportunities for process optimization.
  

• Collaborate with team leaders and managers to implement corrective actions and coaching plans for agents based on call quality assessments.
  

Performance Management and Coaching:

• Develop and implement performance management frameworks to track and evaluate agent performance against predefined key performance indicators (KPIs).
  

• Conduct regular coaching sessions with agents providing feedback guidance and support to enhance their collections skills and customer service delivery.
  

• Identify high-performing agents and leverage their expertise to develop best practices and mentorship programs.
  

• Collaborate with team leaders and managers to address performance issues and develop action plans for improvement.
  

Compliance and Regulatory Adherence:

• Stay up-to-date with relevant laws regulations and industry standards related to collections practices and consumer protection.
  

• Ensure that all training materials call scripts and operational processes are compliant with legal and regulatory requirements.
  

• Conduct regular audits and assessments to identify potential compliance risks and implement mitigation strategies.
  

Continuous Improvement and Reporting:

• Continuously evaluate and refine training programs quality assurance processes and performance management frameworks to drive operational excellence.
  

• Analyse data and metrics to identify opportunities for process optimization and cost-effective solutions.
  

• Prepare and present regular reports to management highlighting key performance indicators trends and recommendations for improvement.
  

Qualifications and Experience:

• Bachelors degree/Masters Degree in a relevant field such as Business Administration Human Resources or related discipline.
  

• Minimum of 5 years of experience in collections call centre operations or customer service environments with a strong focus on training and quality assurance.
  

• Proven track record in developing and delivering effective training programs with excellent facilitation and presentation skills.
  

• Strong analytical and problem-solving skills with the ability to interpret data and identify actionable insights.
  

• Excellent communication and interpersonal skills with the ability to coach effectively and provide constructive feedback.
  

• Proficiency in using call monitoring and quality assurance tools and software.
  

• In-depth knowledge of collections practices consumer protection laws and industry regulations.
  

• Experience in developing and implementing performance management frameworks and coaching programs.
  

• Strong organizational and project management skills with the ability to manage multiple tasks and priorities.