Quality & Training Executive - Call Centre

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, QA scorecard, calibration, new-hire induction and refresher training

Must Know - CRM, Dialer and call-recording tools; strong MS Excel and PowerPoint

Education - Graduate in any stream

Languages - Fluent Kannada, Hindi and English (training is delivered in all three)

Diversity Note - Female candidates

KEY RESPONSIBILITIES :

Audit the defined number of collection calls per agent per month against the QA 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 QA 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 a Quality Analyst, Trainer or 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 transparent, 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.

Mandatory Qualification - The candidate must hold a valid DRA (Debt Recovery Agent) Certification. Candidates who do not currently hold the certification must complete the prescribed DRA course and certification on or before January 2027.

📌 Quality and Training Executive - Call Centre (Bangalore Rural)
🏢 Alpha Rupee
📍 Bangalore Rural