BPO Trainer – RBL Credit Card Recovery Process

Job Location: Sector V, Kolkata
Industry: BPO / Telecalling / Collections
Process: RBL Credit Card Recovery
Employment Type: Full time

Job Summary

We are looking for an experienced and energetic BPO Trainer to conduct training for our RBL Credit Card Recovery process. The ideal candidate should have strong knowledge of credit card collections, excellent communication skills, and the ability to train and motivate new and experienced agents.

Key Responsibilities
Conduct induction and process training for new joiners.
Provide product, process, system, and collection training.
Explain RBL credit card recovery procedures, policies, and call-handling techniques.
Train agents on effective communication, negotiation, objection handling, and customer management.
Conduct mock calls, role plays, assessments, and knowledge checks.
Monitor training performance and identify individual learning gaps.
Provide coaching and feedback to improve agent performance.




Coordinate with the Operations and Quality teams to ensure training is aligned with process requirements.
Prepare and maintain training reports, attendance, assessments, and performance records.
Conduct refresher training whenever required.
Ensure agents are adequately prepared before moving to the production floor.

Required Skills
Excellent verbal and written communication skills.
Strong knowledge of BPO collection/recovery processes.
Good understanding of credit card recovery and collection practices.
Solid presentation and classroom-training skills.
Positive command of Hindi and English; Bengali will be an added advantage.
Good knowledge of MS Office and basic computer applications.
Strong interpersonal, coaching, and motivational skills.
Ability to handle a classroom of trainees and maintain discipline.

Eligibility
Experience: 1–3 years as a BPO Trainer, preferably in a banking, credit card, collections, or recovery process.
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