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.Conduct induction, process, refresher, and behavioural training for Tele-Collection Executives.
Train recent 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.

Pay: ₹420,000.00 - ₹750,000.00 per year

Benefits:

- Paid sick time
- Paid time off
- Provident Fund

Experience:

- QA Trainer: 2 years (Required)

Work Location: In person

📌 QA cum trainer (Gurugram)
🏢 Apricity Finserv
📍 Gurugram