Collections Training & Quality Lead

Kredivo Philippines; Philippines; Remote; PHP 600,000 - 900,000; Full time

Job summary

Kredivo Philippines is seeking a Collections Training & Quality Control Supervisor to oversee training, QA, performance monitoring, and compliance for both Desk and Field Collections teams. This role partners with Operations, Risk, Legal, Compliance and HR to ensure adherence to policies, KPIs, and regulatory requirements.

The incumbent will develop onboarding and refresher programs, conduct quality audits, coach agents, and track training effectiveness with metrics to drive continuous

Qualifications

• Bachelor’s degree or equivalent qualification; diploma acceptable with strong QC background.
• 5+ years in collections training, QA, or supervisory roles.
• Experience with Desk and Field collections preferred.
• Strong skills in training needs analysis and curriculum development.
• Knowledge of ethics, consumer protection, and data privacy in collections.

Responsibilities

• Lead training development for desk and field collection agents, onboarding and refresher programs.
• Design and maintain training materials, SOPs, scripts, and job aids.
• Conduct quality audits, call monitoring, and field visit validations.
• Evaluate agent performance against quality standards and KPIs.
• Identify policy violations and risks; propose corrective actions.
• Coach and develop agents, and support PIPs for underperformers.
• Ensure documentation of findings, coaching, and training in systems.
• Collaborate with Risk, Legal, Compliance, HR to align with regulatory requirements.

Skills

Training needs analysis

Curriculum development

Quality audits

Performance evaluations

Regulatory/compliance awareness

Analytical problem solving

Attention to detail

Proactive adaptability

Education

Bachelor’s degree or equivalent

Diploma acceptable with QC background

Tools

Microsoft Office

CRM (familiarity)

LMS (familiarity)

Job description

Kredivo Philippines is seeking a Collections Training & Quality Control Supervisor to oversee training, QA, performance monitoring, and compliance for both Desk and Field Collections teams. This role partners with Operations, Risk, Legal, Compliance and HR to ensure adherence to policies, KPIs, and regulatory requirements.

The incumbent will develop onboarding and refresher programs, conduct quality audits, coach agents, and track training effectiveness with metrics to drive continuous