FinTech Collections Trainer & Quality Coach

Skyro; Mandaluyong; On-site; PHP 420,000 - 600,000; Full time

Job summary

Skyro, a fast-growing fintech based in the Philippines, is seeking a Collections Trainer/Quality Specialist to elevate our debt collection standards. You will design QA processes, deliver onboarding and ongoing training, and coach agents to improve accuracy, ethics, and customer outcomes.

In this role you will collaborate with compliance, legal, finance, and customer service to ensure adherence to regulations and process improvements, while supporting nesting and ramping of new hires.

Qualifications

• Experience in collections, QA, or training (experience in both is a plus).
• Strong understanding of the Unfair Debt Collection Act and compliance standards.
• Strong analytical and organizational skills.
• Good communication skills in English, both written and verbal.
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Flexible availability, including holidays or urgent office tasks.
• Experience facilitating training and conducting quality reviews is preferred but not strictly required.
• Ability to work independently with minimal supervision.

Responsibilities

• Review and evaluate collection calls, documentation, and activities to ensure compliance with company policies, industry regulations, and legal requirements (e.g., Unfair Debt Collection Act).
• Validate rejected applications and flagged cases to ensure agents’ decisions are correct.
• Maintain accurate data and verify documentation related to collections, agreements, and payments.
• Compile and analyze quality reports, providing insights and observations to management.
• Design, develop, and update training programs and materials tailored to the collections department.
• Conduct onboarding sessions for new hires and deliver ongoing training for existing agents.
• Provide coaching, feedback, and mentoring to agents, focusing on professionalism, effective debt recovery, and ethical communication.
• Supervise and support trainees during nesting and adaptation periods to accelerate their learning curve and adjustment to operations.
• Develop training calendars, manage participant enrollment, and maintain training records and reports.
• Partner with department heads, legal, compliance, finance, and customer service to align collections training and quality efforts with company goals.
• Address customer concerns related to the collections process, ensuring fair and satisfactory resolutions.
• Identify opportunities to improve collection efficiency, streamline processes, and enhance agent performance.
• Participate in continuous improvement initiatives to strengthen both quality control and training impact.

Skills

Collections experience

Quality assurance

Training

Compliance knowledge

English communication

Tools

MS Office

Job description

Skyro, a fast-growing fintech based in the Philippines, is seeking a Collections Trainer/Quality Specialist to elevate our debt collection standards. You will design QA processes, deliver onboarding and ongoing training, and coach agents to improve accuracy, ethics, and customer outcomes.

In this role you will collaborate with compliance, legal, finance, and customer service to ensure adherence to regulations and process improvements, while supporting nesting and ramping of new hires.