Senior Collections Training & Quality Lead

Yubi Group; Dubai; On-site; AED 167,000 - 279,000; Full time

Job summary

Yubi Group in Dubai seeks an experienced Collections Call Center Trainer and Quality Analyst to design and deliver training programs for collections agents, focusing on compliance, customer service, and effective delinquency management.

The role monitors call quality, conducts calibrations and coaching, analyzes data to drive performance, and collaborates with team leaders to ensure regulatory standards are met while improving overall customer outcomes.

Qualifications

• Design and deliver comprehensive training curricula for collections agents.
• Develop engaging training materials and assessments.
• Conduct regular training sessions and update materials.
• Proactively monitor call quality to ensure compliance and performance.

Responsibilities

• Establish call monitoring processes and calibrations.
• Provide feedback and coaching plans based on assessments.
• Analyze performance metrics to identify trends and improvements.
• Collaborate with team leaders to implement corrective actions.

Skills

Training program design

Quality assurance

Coaching & feedback

Data analysis

Regulatory compliance

Education

Bachelor's/Master's in Business Administration or HR

Job description

Yubi Group in Dubai seeks an experienced Collections Call Center Trainer and Quality Analyst to design and deliver training programs for collections agents, focusing on compliance, customer service, and effective delinquency management.

The role monitors call quality, conducts calibrations and coaching, analyzes data to drive performance, and collaborates with team leaders to ensure regulatory standards are met while improving overall customer outcomes.