Quality Assurance Audit & Training Officer

Quality Assurance Audit & Training Officer

We are seeking an experienced Quality Assurance Audit & Training Officerto lead our organizational training efforts. In this role, you will be responsible for devising and implementing a comprehensive training strategy that aligns with our business objectives. Your primary focus will be identifying training needs, designing relevant programs, and assessing their impact on employee performance and loyalty. DUTIES AND RESPONSIBILITIES

• Creating and conducts the suitable solutions on hard and soft skills for Secured Collections.
• Conducts spiel quality check on collection agents to ensure adherence to call handling standards and regulatory guidelines
• Ensures effective and efficient execution of collection strategies that are in compliance with SEC and other regulatory entities.
• Fosters a culture of "customer is first" in the delivery of main job purpose.
• Develop and conduct training programs for call center employees, focusing on effective telephone negotiations and loan (credit) sales skills.
• Train new employees, including interns, to ensure a high level of professionalism.
• Conduct presentations and workshops to enhance the overall performance of the call center.
• Actively implement improvements in training programs and processes, demonstrating initiative.

SKILLS & EXPERTISE

• Call Center Experience : Knowledge of internal processes and peculiarities of call center operations is a crucial factor.
• Professional Training Skills : The ability to design and conduct effective training programs for various levels of employees, including interns.
• Negotiation Experience : Knowledge of techniques and strategies for negotiating over the phone, especially in the context of debt collection.
• Sales Skills Experience in training sales, including loans and credits, with an understanding of lending principles and approval processes.
• Communication Skills : The ability to effectively communicate with different personality types, both in individual and group settings.
• Presentation Skills : The ability to develop and deliver informative and persuasive presentations to employees.
• Initiative Willingness to propose and implement improvements in training programs and call center processes.
• Analytical Abilities : The ability to analyze the effectiveness of training and develop corrective measures.
• Organizational Skills : The ability to efficiently plan training events and oversee their implementation.
• Adaptability and Stress Tolerance : Readiness to work in the dynamic environment of a call center, effectively respond to changes, and manage stress.
• Industry Standards Knowledge : Understanding of current trends, standards, and best practices in call centers and financial services.

QUALIFICATIONS

• Minimum of 3 years of experience in a call center, with a deep understanding of internal processes and the intricacies of the industry.
• Proven experience in successful telephone negotiations and achieving goals in debt collection.
• Practical skills in training sales, including credit and loan products, with documented results.
• Strong communication skills in both individual and group settings.
• Experience in developing and conducting training programs, including presentations.
• Initiative and willingness to propose and implement changes to improve the call center's efficiency.
• Analytical abilities to assess training effectiveness and implement corrective measures.
• Organizational skills for effective planning and execution of training events.
• Adaptability to changes and stress resilience in the dynamic call center environment.
• Knowledge of industry standards and trends in call centers and financial services.

Preferences for candidates from fintech companies, banks, and collection agencies. Your application will include the following questions: What's your expected monthly basic salary? How much notice are you required to give your current employer? Are you willing to undergo a pre-employment background check? #J-18808-Ljbffr