Collections Training Specialist

Sutherland; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Sutherland is seeking a Collections Training Specialist to develop and deliver training for new hires and seasoned staff. You will design content, run instructor-led, virtual, and blended programs, and coach learners to close performance gaps.

You will collaborate with Operations leaders to tailor learning solutions, monitor progress, and maintain training records, while pursuing ongoing professional development in a fast-paced environment.

Qualifications

• Strong background in Collections with hands-on experience as both a Collections professional and Trainer
• 2-3 years of experience in Training, Learning & Development, or Facilitation
• Excellent verbal and written English communication skills

Responsibilities

• Design, develop, facilitate, and improve training materials and content
• Deliver instructor-led, virtual, and blended learning programs
• Facilitate new hire training, nesting, and ongoing learning initiatives
• Lead floor support and behavioral quality monitoring training activities
• Coach and mentor trainees through performance challenges
• Monitor learner progress and provide actionable feedback
• Facilitate product, system, process, and behavioral training initiatives
• Partner with Operations leaders to identify training needs and close gaps
• Maintain accurate training documentation and learner records
• Pursue self-learning and cross-skilling opportunities

Skills

Collections

Training & Facilitation

English Communication

Coaching & Mentoring

Performance Analysis

Education

Bachelor's Degree in any field (Education or Communication-related courses preferred)

Tools

Microsoft Office Suite

Job description

Shape Careers. Drive Performance. Make an Impact.

At Sutherland, we don't just train employees, we develop future high performers. As a global leader in business and digital transformation, we partner with world-class brands to deliver exceptional customer experiences and business outcomes.

We're looking for a Collections Training Specialist to join our team. In this role, you'll be at the forefront of learning and development, equipping new hires and existing employees with the skills, knowledge, and confidence they need to excel. If you're passionate about coaching, facilitating engaging learning experiences, and influencing business results through people development, we'd love to hear from you.

This is an opportunity to take your training career to the next level while working with a high-performing team in a fast-paced, growth-oriented environment.

What You'll Do

As a Collections Training Specialist, you will:

• Design, develop, facilitate, and continuously improve training materials and learning content
• Deliver engaging instructor-led, virtual, and blended learning programs for new hires and tenured employees
• Facilitate new hire training, nesting, and ongoing learning initiatives to ensure employee readiness and success
• Lead floor support and behavioral quality monitoring (BQM) training activities
• Coach and mentor trainees through performance challenges and developmental opportunities
• Monitor learner progress, provide actionable feedback, and recommend interventions to improve performance
• Facilitate product, system, process, and behavioral training initiatives
• Partner with Operations leaders and stakeholders to identify training needs and close performance gaps
• Maintain accurate training documentation, reports, and learner records
• Continuously expand your knowledge through self-learning, certification, and cross-skilling opportunities

What We're Looking For

Required Qualifications

• Strong background in Collections, with hands-on experience as both a Collections professional and Trainer
• At least 2-3 years of experience in Training, Learning & Development, or Facilitation
• Bachelor's Degree in any field (Education or Communication-related courses preferred)
• Excellent verbal and written English communication skills
• Strong facilitation, coaching, presentation, and classroom management skills
• Proficiency in Microsoft Office Applications, particularly Excel, PowerPoint, Word, and Outlook
• Ability to analyze performance trends and develop targeted learning solutions
• Comfortable working in a dynamic environment and supporting shifting or graveyard schedules
• Proven ability to influence learner performance and engagement
• Strong stakeholder management and partnership skills
• Experience facilitating large-group learning sessions
• Results-driven mindset with a passion for continuous improvement
• Ability to thrive in a fast-paced contact center environment

Why Join Sutherland?

• Be part of a globally recognized organization with strong growth opportunities
• Make a direct impact on employee success and business performance
• Collaborate with passionate, high-performing leaders and teams
• Gain exposure to world-class learning and development practices
• Build a rewarding career with a company that invests in your professional development