Trainer and Quality Specialist

Skyro; Quezon City; On-site; PHP 400,000 - 560,000; Full time

Job summary

Skyro, a fast-growing fintech in the Philippines, is seeking a Quality Assurance & Training Specialist. The role focuses on reviewing collections calls for compliance, designing training programs, onboarding agents, and coaching with a focus on ethical debt recovery.

You will collaborate with legal, compliance, and finance, ensuring learning aligns with company goals. The ideal candidate has collections/QA/training experience, strong English skills, and proficiency in MS Office.

Qualifications

• Experience in collections, quality assurance, or training.
• Understanding of the Unfair Debt Collection Act and compliance standards.
• Advanced knowledge of training and development and instructional design principles.
• Ability to present, explain, and engage with peers, trainers, agents, and field collectors.
• Ability to identify training gaps and implement learning solutions effectively.
• Strong analytical and organizational skills; able to manage multiple tasks.
• Excellent English communication, both written and verbal.
• Proficiency with MS Office (Word, Excel, PowerPoint).
• Willingness to work flexible hours, including holidays or urgent tasks.
• Experience facilitating training and conducting quality reviews is a plus.
• Ability to work independently with minimal supervision.

Responsibilities

• Quality Assurance & Compliance: Review calls, docs, and activities for policy/regulatory compliance (e.g., Unfair Debt Collection Act).
• Validate rejected applications and flagged cases to ensure correct agent decisions.
• Maintain data accuracy and verify documentation related to collections and payments.
• Compile and analyze quality reports and provide insights to management.
• Training & Development: Design, develop, and update training programs for the collections department.
• Conduct onboarding and ongoing training for agents.
• Provide coaching, feedback, and mentoring to agents on professionalism and ethical debt recovery.
• Supervise nesting and onboarding periods to accelerate learning.
• Develop training calendars and maintain records and reports.
• Collaboration & Continuous Improvement: Partner with heads of departments to align training with goals.
• Address customer concerns and identify process improvements to raise efficiency.
• Identify opportunities to improve collection efficiency and agent performance.
• Participate in initiatives to strengthen quality control and training impact.

Skills

Collections experience

QA & training

Instructional design

Communication

Analytical skills

MS Office

Training facilitation

Independence

Flexibility

Compliance knowledge

Tools

MS Office Suite

Job description

About the company:

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.
Backed by Breeze Ventures, a global fintech company based in Bahrain, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Skyro Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

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.

• Advanced Knowledge of Training and Development: Understanding of instructional design, adult learning principles, and training methodologies. L&D-related coursework or certification is a plus.

• Ability to present, explain, and engage in clear communication with peers, trainers, agents, and field collectors.

• Capability to understand training gaps, suggest improvements, and implement learning solutions effectively.

• 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.

Responsiblities:

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.