Collections Training & Quality Lead

Skyro; Mandaluyong; On-site; PHP 350,000 - 550,000; Full time

Job summary

Skyro is seeking a Training & Quality Assurance Specialist to elevate collections performance in its Philippines operations. You will design, develop, and deliver training programs for the collections team, focusing on compliance and effective debt recovery.

You'll conduct onboarding, coach agents, and collaborate with legal, compliance, and finance to align training with company goals, while maintaining rigorous QA standards and data-driven insights.

Qualifications

• Experience in collections, quality assurance, or training.
• Strong understanding of the Unfair Debt Collection Act and compliance standards.
• Knowledge of instructional design and adult learning principles; L&D coursework is a plus.
• Clear communication with peers, trainers, agents, and field collectors.
• Identify training gaps and implement learning solutions.
• Strong analytical and organizational skills; able to manage multiple tasks.
• Fluent English communication, both written and verbal.
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Flexible availability, including holidays or urgent tasks.
• Experience facilitating training and quality reviews preferred.
• Ability to work independently with minimal supervision.

Responsibilities

• Review collection calls, documentation for compliance with policies and regulations.
• Validate rejected applications and flagged cases.
• Maintain data and verify documentation related to collections and payments.
• Compile and analyze quality reports for management.
• Design, develop, and update training programs for the collections department.
• Conduct onboarding and ongoing training for agents.
• Provide coaching and mentoring to agents on professional debt recovery and ethics.
• Supervise nesting and adaptation of trainees.
• Develop training calendars and maintain training records.
• Collaborate with department heads to align training with goals.
• Address customer concerns and ensure fair resolutions.
• Identify opportunities to improve collection efficiency and agent performance.
• Participate in continuous improvement initiatives for quality and training impact.

Skills

Collections experience

Quality Assurance

Training & Development

Communication in English

Analytical skills

Organizational skills

Independent worker

Training facilitation

Compliance knowledge

Learning delivery

Tools

MS Office

Job description

Skyro is seeking a Training & Quality Assurance Specialist to elevate collections performance in its Philippines operations. You will design, develop, and deliver training programs for the collections team, focusing on compliance and effective debt recovery.

You'll conduct onboarding, coach agents, and collaborate with legal, compliance, and finance to align training with company goals, while maintaining rigorous QA standards and data-driven insights.