Quality and Training Executive - Collections

Quality & Training Executive - Collections Process

Collections Personal Loan / Unsecured | Bengaluru - Work From Office

Experience - 3 to 4 years in Quality and / or Training in a call centre (BFSI / Collections preferred)

Function - Call audits, QT scorecard, calibration, new-hire induction and refresher training

Must Know - Call Audit, Process Training,strong MS Excel and Google sheet

Education - Graduate in any stream

Languages - Hindi and English

KEY RESPONSIBILITIES :

Audit the defined number of collection calls per agent per month against the QT scorecard.

• Check every audited call for compliance calling hours, Fair Practices Code, no abusive language.
• Share audit feedback with agents and Team Leaders, and run one-on-one coaching for bottom performers.
• Conduct weekly calibration sessions with Operations so audit scoring stays consistent.
• Run new-hire induction product, process, systems (CRM / dialer), calling script, rebuttals and compliance.
• Design and deliver refresher training based on Training Need Identification from audit trends.
• Certify new joiners before they go live on the floor and track their performance through the nesting period.
• Prepare and update training content decks, scripts, rebuttal banks, SOPs and assessment papers.
• Publish daily / weekly / monthly QT and training MIS with agent-wise scores, error trends and improvement plans.
• Flag repeat compliance breaches and fatal errors to Management immediately.

REQUIREMENTS :

• 3 to 4 years as Quality & Training Executive in a call centre.
• Hands-on exposure to CRM, dialer and call-recording / audit tools.
• Strong MS Excel (pivot tables, VLOOKUP, charts) and PowerPoint for MIS and training decks.
• Excellent verbal and written communication with confident classroom and floor presence.
• Good analytical ability to convert audit data into clear, actionable coaching points.
• Self-motivated, well-organised and able to work independently with multiple teams.
• Knowledge of collections processes and RBI Fair Practices Code is an added advantage.