Training and Quality Specialist

Skyro; Mandaluyong; On-site; PHP 350,000 - 550,000; Full time

Job summary

Skyro is seeking a Training & Quality Assurance Specialist to elevate collections performance in its Philippines operations. You will design, develop, and deliver training programs for the collections team, focusing on compliance and effective debt recovery.

You'll conduct onboarding, coach agents, and collaborate with legal, compliance, and finance to align training with company goals, while maintaining rigorous QA standards and data-driven insights.

Qualifications

• Experience in collections, quality assurance, or training.
• Strong understanding of the Unfair Debt Collection Act and compliance standards.
• Knowledge of instructional design and adult learning principles; L&D coursework is a plus.
• Clear communication with peers, trainers, agents, and field collectors.
• Identify training gaps and implement learning solutions.
• Strong analytical and organizational skills; able to manage multiple tasks.
• Fluent English communication, both written and verbal.
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Flexible availability, including holidays or urgent tasks.
• Experience facilitating training and quality reviews preferred.
• Ability to work independently with minimal supervision.

Responsibilities

• Review collection calls, documentation for compliance with policies and regulations.
• Validate rejected applications and flagged cases.
• Maintain data and verify documentation related to collections and payments.
• Compile and analyze quality reports for management.
• Design, develop, and update training programs for the collections department.
• Conduct onboarding and ongoing training for agents.
• Provide coaching and mentoring to agents on professional debt recovery and ethics.
• Supervise nesting and adaptation of trainees.
• Develop training calendars and maintain training records.
• Collaborate with department heads to align training with goals.
• Address customer concerns and ensure fair resolutions.
• Identify opportunities to improve collection efficiency and agent performance.
• Participate in continuous improvement initiatives for quality and training impact.

Skills

Collections experience

Quality Assurance

Training & Development

Communication in English

Analytical skills

Organizational skills

Independent worker

Training facilitation

Compliance knowledge

Learning delivery

Tools

MS Office

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.