Training & Quality Lead - Collections Compliance

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

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.