QA & Trainer Customer Support & Collections

Jai Finance; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

Jai Finance seeks a QA & Trainer for Customer Support & Collections to drive quality across the teams. You will audit calls, emails, chats, and tickets, and coach agents to improve service delivery and compliance.

You will design and deliver training, onboard new joiners, monitor SOP adherence, and maintain reports on QA, training, and performance. 2+ years in customer support or collections plus strong communication and Excel/CRM skills are required.

Qualifications

• Strong Customer Support and Collections process knowledge.
• Excellent communication and training skills.
• Experience in QA auditing and agent coaching.
• Good analytical and problem-solving skills.
• Good knowledge of MS Excel/Google Sheets and CRM tools.
• Strong understanding of compliance and customer handling.

Responsibilities

• Conduct QA audits of calls, emails, chats, and tickets.
• Monitor adherence to SOPs, verification, compliance, and communication standards.
• Identify critical errors, process gaps, and recurring quality issues.
• Provide constructive feedback and one-to-one coaching to agents.
• Train new joiners on products, processes, SOPs, CRM, KFS, repayment, collections, settlement, and escalation procedures.
• Conduct refresher training based on QA findings and process changes.
• Conduct mock calls, assessments, and new-agent certification.
• Maintain QA, training, coaching, and performance reports.
• Conduct calibration sessions with Team Leaders and Operations.
• Escalate serious compliance, behavioural, or process violations.

Skills

QA auditing

Agent coaching

Communication skills

Analytical skills

Excel/Sheets

CRM tools

Compliance knowledge

Customer handling

Tools

CRM tools

Excel/Sheets

Job description

Role & responsibilities

Job Description QA & Trainer

Position: QA & Trainer Customer Support & Collections
Department: Operations
Experience: 2+ Years
Employment Type: Full-Time

Job Purpose

Responsible for quality auditing, agent training, coaching, and process compliance across Customer Support and Collections teams.

Key Responsibilities

• Conduct QA audits of calls, emails, chats, and tickets.
• Monitor adherence to SOPs, verification, compliance, and communication standards.
• Identify critical errors, process gaps, and recurring quality issues.
• Provide constructive feedback and one-to-one coaching to agents.
• Train new joiners on products, processes, SOPs, CRM, KFS, repayment, collections, settlement, and escalation procedures.
• Conduct refresher training based on QA findings and process changes.
• Conduct mock calls, assessments, and new-agent certification.
• Maintain QA, training, coaching, and performance reports.
• Conduct calibration sessions with Team Leaders and Operations.
• Escalate serious compliance, behavioural, or process violations.

Required Skills

• Strong Customer Support and Collections process knowledge.
• Excellent communication and training skills.
• Experience in QA auditing and agent coaching.
• Good analytical and problem-solving skills.
• Good knowledge of MS Excel/Google Sheets and CRM tools.
• Strong understanding of compliance and customer handling.

Preferred candidate profile

An experienced Customer Support/Collections professional with 2+ years of experience, capable of independently conducting QA audits, training agents, identifying performance gaps, and driving continuous improvement in service quality and compliance.