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Tier-1 brand plus mid-level metro role increases applicant competition and visibility.
Strong lending and collections QA/training requirement makes background fit highly domain-specific.
Mandatory 5+ years in collections QA/training and domain-specific compliance raises shortlist strictness.
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Design and deliver onboarding and refresher training programs for telecalling and field collections teams focusing on compliance and operational efficiency.
Manage quality assurance by monitoring agency performance, conducting calibration sessions, and enforcing a disciplinary framework for compliance and quality issues.
Utilize AI-driven speech and text analytics to generate insights that optimize training content and improve collection efficiency and customer experience.
Minimum 5 years of experience managing Quality Assurance or Training operations in lending or banking collections (telecalling and field).
Bachelor's or Master's degree from a recognized institution.
Experience with AI-enabled call monitoring, speech analytics, or automated QA platforms is a plus.
Exceptional verbal and written communication skills for training delivery and managing compliance discussions.
Experienced in leading large-scale training and quality assurance functions within lending or banking collections environments.
Analytical and data-driven, capable of integrating AI insights into operational training programs.
Comfortable coordinating with external agencies and cross-functional teams to align quality and training outcomes with business objectives.