Job Description:

Trainer - Contact Center
Experience: 7 - 8 years, with hands-on experience in voice-based US collections and thorough knowledge of US collection laws
Job Type: Permanent
Job Location: Pune (Magarpatta City)
Shift: Should be flexible with both day and night shifts
Notice Period: Up to 30 days
Work Mode: Work from office is mandatory

About the Role:

We are looking for a skilled Trainer – Contact Centre (Voice Process) with in-depth knowledge of US collection laws (including FDCPA, FCRA, GLBA, SCRA, TCPA - Telephone Consumer Protection Act, UDAAP, Americans With Disabilities Act - ADA, Equal Credit Prospect Act - ECOA, Electronic Funds Transfer Act – EFTA, state laws regarding telecalling and other regulatory frameworks), and hands-on experience in voice-based debt collections, preferably in the mortgage domain. This role focuses on training recent and existing employees on US collections processes, compliance requirements, and call handling techniques to ensure high performance and legal adherence.

Key Responsibilities:
Training Delivery:



Conduct regular training sessions on US voice-based collections processes, tools, and legal compliance, including FDCPA and other US regulations.
Onboarding: Lead onboarding and induction training for recent hires in the collections team.
Skill Development: Continuously assess and upskill the existing workforce to ensure top-quality interactions and compliance adherence. Should have delivered voice & accent training along with process/ product training.
Training Content: Develop, update, and maintain training materials, SOPs, scripts, and compliance documentation.
Call Coaching: Monitor live and recorded calls, provide actionable feedback, and coach agents for quality and compliance.
Compliance Training: Ensure team is up to date on all US collection laws, including state-specific regulations and industry best practices.
Performance Analysis: Track training effectiveness through assessments

📌 Trainer – Contact Centre Pune
🏢 HigHRise Solutions
📍 Pune