Trainer & Quality Analyst Debt Collections FatakPay

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Job Description

Job Description: Trainer and Quality Analyst Debt Collection Location: Marol, Andheri East, Mumbai Experience: Minimum 2 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) CTC Range ; 4 to 5 LPA 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. * Education: Graduate in any discipline. * 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 How to Apply: Note: Please mention "Trainer and Quality Analyst" in the subject line of your email.,