QA & Trainer Customer Support & Collections

Role & responsibilities

Job Description QA & Trainer

Position: QA & Trainer Customer Support & Collections
Department: Operations
Experience: 2+ Years
Employment Type: Full-Time

Job Purpose

Responsible for quality auditing, agent training, coaching, and process compliance across Customer Support and Collections teams.

Key Responsibilities

• Conduct QA audits of calls, emails, chats, and tickets.
• Monitor adherence to SOPs, verification, compliance, and communication standards.
• Identify critical errors, process gaps, and recurring quality issues.
• Provide constructive feedback and one-to-one coaching to agents.
• Train new joiners on products, processes, SOPs, CRM, KFS, repayment, collections, settlement, and escalation procedures.
• Conduct refresher training based on QA findings and process changes.
• Conduct mock calls, assessments, and new-agent certification.
• Maintain QA, training, coaching, and performance reports.
• Conduct calibration sessions with Team Leaders and Operations.
• Escalate serious compliance, behavioural, or process violations.

Required Skills

• Strong Customer Support and Collections process knowledge.
• Excellent communication and training skills.
• Experience in QA auditing and agent coaching.
• Good analytical and problem-solving skills.
• Good knowledge of MS Excel/Google Sheets and CRM tools.
• Strong understanding of compliance and customer handling.

Preferred candidate profile

An experienced Customer Support/Collections professional with 2+ years of experience, capable of independently conducting QA audits, training agents, identifying performance gaps, and driving continuous improvement in service quality and compliance.