QA Trainer Tele Collections

QA Trainer Tele-Collections

Location: HSR Layout sector 1, Bangalore
Department: Quality Assurance / Training
Experience: 13 Years
Qualification: Graduate (Mandatory)
Employment Type: Full-Time
Salary: As per experience and interview performance

Job Summary

We are looking for a QA Trainer – Tele-Collections to design, deliver, and monitor training programs for our Tele-Collection Executives. The ideal candidate should have hands-on experience in loan collections, tele-calling, quality assurance, or training, along with a good understanding of customer handling, recovery processes, and regulatory compliance.

The candidate will be responsible for improving call quality, communication skills, collection effectiveness, and adherence to company and regulatory guidelines through structured training and coaching.

Key Responsibilities

• Conduct induction, process, refresher, and behavioural training for Tele-Collection Executives.
• Train new joiners on loan recovery processes, collection procedures, customer handling, and call etiquette.
• Develop and deliver training modules, presentations, scripts, case studies, and role-play exercises.
• Monitor live and recorded calls to identify quality and performance gaps.
• Provide constructive feedback and one-on-one coaching to improve call quality and productivity.
• Train employees on ethical collection practices, compliance requirements, and company policies.
• Ensure adherence to applicable RBI/NBFC guidelines and internal collection policies.
• Work closely with QA and Operations teams to identify recurring errors and training requirements.
• Conduct periodic assessments, quizzes, mock calls, and certification programs to evaluate trainee readiness.
• Provide additional coaching and improvement plans for underperforming executives.
• Maintain accurate records of training sessions, attendance, assessments, feedback, and trainee performance.
• Track training effectiveness and prepare regular training and performance reports.
• Support continuous improvement initiatives to enhance customer experience, compliance, and collection efficiency.

Eligibility Criteria

• Graduate in any discipline – Mandatory.
• 1–3 years of experience in Tele-Collections, Loan Recovery, Quality Assurance, Training, or a related field.
• Experience in the BFSI / NBFC / FinTech / Loan Collections industry will be preferred.
• Strong communication skills in English and Hindi; knowledge of a regional language is an advantage.
• Good understanding of loan collection processes and ethical recovery practices.
• Knowledge of applicable RBI/NBFC compliance and customer communication guidelines.
• Strong presentation, coaching, interpersonal, and analytical skills.
• Proficiency in MS Word, Excel, and PowerPoint.
• Ability to handle classroom training, role-plays, call audits, and individual coaching sessions.

Key Skills

QA Training | Tele-Collections | Loan Recovery | Collection Training | Quality Assurance | Call Monitoring | Customer Handling | Telecalling | Coaching & Development | Compliance | RBI Guidelines | NBFC | Recovery Process | Communication Skills | Training Content | Role Plays | MS Excel | MS PowerPoint | Performance Improvement