Associate - Collections - Quality and Training

SkillLabs; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

SkillLabs is seeking a Quality & Training lead for collections, with dialer experience and Kannada language proficiency. The role covers QA across west and south regions, with potential monthly travel to Mumbai. You will align on training delivery, monitor policy adherence, and coach agents to improve performance.

Ideal candidates have 2+ years in collections quality, strong analytical skills, and proficiency in MS Office. Willingness to travel across cities/states is essential.

Qualifications

• Minimum 2 years of experience in driving collections and quality assurance, preferably in unsecured lending/NBFC.
• Willingness to travel across cities/states for work and to align on quality & training responsibilities.

Responsibilities

• Regularly audit inbound and outbound collections calls to assess adherence to company policies.
• Utilize scorecards to provide feedback and identify agent improvement areas.
• Ensure all collections activities comply with legal standards and internal policies.
• Develop and deliver training modules for agents.
• Manage escalations/ customer complaints related to collections.
• Provide ongoing coaching to help agents improve skills and performance.
• Analyze call center data, generate reports and share insights to boost performance.
• Investigate and resolve customer debt collection escalations professionally.
• Take ownership of the team’s performance.

Skills

Dialer experience

Collections QA

Kannada fluency

Travel readiness

Analytical skills

Verbal & written comms

MS Office

Tools

MS Office

Job description

Looking for candidates who understand dialler and hold experience in collections unsecured. Kannada language proficiency is a must. The candidate would be managing quality and training for west and south and might have to take 1-2 visits a month to Mumbai. Please align on the willingness to travel/ move to quality & training role beforehand itself.

Key Responsibilities

• Regularly audit inbound and outbound collections calls to assess adherence to company policies.
• Utilize customized scorecards to provide constructive feedback and identify areas for agent improvement.
• Ensure all collections activities comply with legal standards and internal policies.
• Develop and deliver training modules for agents.
• Manage escalations/ Customer complaints related to collections
• Provide ongoing coaching and support to help agents improve their skills and performance.
• Analyze call center data, generate reports & share insights to enhance overall performance.
• Manage customer escalations related to debt collection by investigating and resolving issues efficiently and professionally.
• Should be ready to take ownership of the performance of the team.

Experience

Minimum of 2 years of experience in driving collections and quality assurance, preferably within the unsecured lending or NBFC.

Skills Required

• Should be able to speak and understand minimum 2 South Indian languages
• Should be ready to travel across cities/ states for work
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)