Sales Quality Training Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a Collections Trainer/Quality Specialist to uphold high standards in debt collection through QA and training. This dual role evaluates collection activities and designs training programs to ensure compliance, efficiency, and customer satisfaction while guiding agents through onboarding, nesting, and adaptation periods.

You will supervise trainees, develop training calendars, and collaborate with legal, compliance, finance, and customer service to

Qualifications

• Has experience in collections, quality assurance, or training (experience in both is a plus).
• Strong understanding of compliance standards, incl. debt collection regulations.
• Strong analytical and organizational skills with ability to manage multiple tasks.
• 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

• Quality Assurance & Compliance: Review collection calls, documentation, and activities for policy and regulatory adherence.
• Training & Development: Design, develop, and update training materials; conduct onboarding and ongoing training.

Skills

Analytical thinking

Organizational skills

Strong communication

Tools

MS Office

Job description

Role Overview:

The Collections Trainer/Quality Specialist is responsible for ensuring high standards in the debt collection process through both quality assurance and training. This dual role combines the evaluation of collection activities with the design and delivery of training programs. The Specialist upholds compliance, efficiency, and customer satisfaction while equipping collections agents with the knowledge, skills, and guidance needed to succeed. This includes supervising and supporting trainees during onboarding, nesting, and adaptation periods.

Responsibilities:

Quality Assurance & Compliance

• 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.

Training & Development

• 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.

Collaboration & Continuous Improvement

• 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.

Qualifications:

• Has an experience in collections, quality assurance, or training (experience in both is a plus).
• Strong understanding of the Unfair Debt Collection Act and compliance standards.
• Strong analytical and organizational skills, with the ability to manage multiple tasks.
• 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.