Trainer ( US Collections)

Expertsource Global Services, MRS BPO INDIA; Navi Mumbai; On-site; INR 400,000 - 800,000; Full time

Job summary

Expertsource Global Services in Navi Mumbai seeks an experienced trainer to lead onboarding and compliance training for our US collections team. You will deliver client-specific processes and coach agents on call quality and performance.

You will report to the Training and Leadership Development team in the US and collaborate with local operations leaders to ensure programs meet regulatory and client requirements.

Qualifications

• 3–5 years of classroom training experience in a BPO or contact center.
• Experience training voice agents who handle US customers.
• Excellent spoken and written English.
• Experience with call quality scorecards, monitoring, or coaching.
• Ability to work independently with a US-based manager.
• Willingness to work US business hours (night shift IST).

Responsibilities

• Deliver onboarding for collections agents, covering systems, call flow, negotiation, and compliance.
• Run recurring compliance refresher training on US regulations and track completions.
• Deliver client-specific process training and roll out updates.
• Support new agents on the floor with on-going coaching.
• Participate in QA calibration and coach agents via call reviews.
• Share results and feedback with the US training team.

Skills

Classroom training

Training delivery

US collections

English proficiency

Coaching

LMS experience

Tools

LMS

Job description

Trainer US Collections Operations, Night shift (US SHIFT)

About the role

We are hiring an experienced trainer to lead training delivery for our India collections team. You will deliver onboarding, compliance, and client-specific training for agents supporting US first-party and third-party collections. You will report to our Training and Leadership Development team in the US and work closely with local operations leaders.

What you'll do

• Deliver new-hire onboarding for collections agents, from systems and call flow to negotiation and compliance
• Run recurring compliance refresher training on US regulations and track completions
• Deliver client-specific process training and roll out updates as requirements change
• Support new agents on the floor during nesting with side-by-side coaching
• Take part in QA calibration and coach agents using call reviews
• Share class results, trends, and feedback with the US training team

What you bring

• 3–5 years of classroom training experience in a BPO or contact center
• Experience training voice agents who handle US customers
• Excellent spoken and written English
• Experience with call quality scorecards, monitoring, or coaching
• Ability to work independently with a manager based in the US
• Willingness to work US business hours (night shift IST)

Preferred

• Experience in US debt collections or another regulated process
• Familiarity with FDCPA, Reg F, or TCPA
• Experience with an LMS or training records