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,robust 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.
Solid 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.

📌 Quality And Training Executive Collections Bengaluru
🏢 Alpha Rupee
📍 Bengaluru