Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Key Responsibilities

Training & Development

- Deliver comprehensive training to recent collections associates on:
- Company and client policies
- Federal and state collection laws
- Effective collection strategies
- Internal systems, software, phone protocols, and dialer tools
- Taking complete ownership of batches right from inception to assessments / handover & ability to deliver and motivate trainees (both in group and individual classroom sessions).
- Ensure new hires complete all mandatory trainings (company and client) before going live.
- Facilitate ongoing training sessions for current employees, including new client products or regulatory updates.
- Coach and mentor new hires through floor support,



assisting with goal achievement and skill development.
- Adapt and refine training materials and methodologies to meet the needs of diverse learners.
- Briefings to be conducted to cascade about updates and new procedures to be followed with BAU Teams

Program & Compliance Management

- Being dynamic and understanding Client & Company requirements on a real-time basis
- Ensure all trainees understand and adhere to compliance standards and work expectations.
- Support the maintenance and updating of training aids—manuals, presentations, visual aids, and handouts.
- Stay informed on changes in industry regulations and client requirements to ensure training remains current.

Collaboration & Reporting

- Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs.
- Work closely with leadership to identify training gaps and implement effective learning strategies.
- Maintain training batch details, new hire details, accurate database management, documentation (new hire training sign offs), and timely reporting. Maintain accurate records for compliance reporting, trainee progress, and certification tracking.
- Setup new hire access, ID creation,



bank account, payroll, transport, BGV, and other administrative tasks aligned to training.
- Occasionally travel to other company sites for training support or client initiatives.

What We’re Looking For

- Proven experience in training or coaching, ideally within a VOICE call center and collections environment
- Strong communication and presentation skills. Excellent written and verbal communication skills
- Ability to motivate and inspire learners at various levels
- Familiarity with collection systems and compliance regulations preferred
- Should be Creative, Innovative in Designing Training PPT's, Content etc.
- Experience in handling teams & mentoring OJTs would be an advantage.
- Adaptable, proactive, and team-oriented mindset
- Must be comfortable with rotational shifts, especially night shifts/Graveyard shifts.
- Willing to work with rotational & Split Week Offs (weekend working).
- Willing to Work from Office only.
- - Domains - Collections/Sales/Upselling/Retention

Key Performance Indicators

- Employee performance and goal completion post-training
- Compliance with training timelines and client standards
- Quality and effectiveness of floor coaching
- Feedback from trainees and leadership

Shifts and Weekly Off - Rotational

Location - Mumbai

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

📌 Process Trainer (Mumbai)
🏢 Firstsource
📍 Mumbai