Trainer – Contact Centre

Job Description:

Trainer - Contact Center

• Experience: 7 - 8 years, with hands-on experience in voice-based US collections and thorough knowledge of US collection laws
• Job Type: Permanent
• Job Location: Pune (Magarpatta City)
• Shift: Should be flexible with both day and night shifts
• Notice Period: Up to 30 days
• Work Mode: Work from office is mandatory

About the Role:

We are looking for a skilled Trainer – Contact Centre (Voice Process) with in-depth knowledge of US collection laws (including FDCPA, FCRA, GLBA, SCRA, TCPA - Telephone Consumer Protection Act, UDAAP, Americans With Disabilities Act - ADA, Equal Credit Opportunity Act - ECOA, Electronic Funds Transfer Act – EFTA, state laws regarding telecalling and other regulatory frameworks), and hands-on experience in voice-based debt collections, preferably in the mortgage domain. This role focuses on training new and existing employees on US collections processes, compliance requirements, and call handling techniques to ensure high performance and legal adherence.

Key Responsibilities:

• Training Delivery: Conduct regular training sessions on US voice-based collections processes, tools, and legal compliance, including FDCPA and other US regulations.
• Onboarding: Lead onboarding and induction training for new hires in the collections team.
• Skill Development: Continuously assess and upskill the existing workforce to ensure top-quality interactions and compliance adherence. Should have delivered voice & accent training along with process/ product training.
• Training Content: Develop, update, and maintain training materials, SOPs, scripts, and compliance documentation.
• Call Coaching: Monitor live and recorded calls, provide actionable feedback, and coach agents for quality and compliance.
• Compliance Training: Ensure team is up to date on all US collection laws, including state-specific regulations and industry best practices.
• Performance Analysis: Track training effectiveness through assessments, call quality scores, and performance metrics.
• Stakeholder Coordination: Work closely with Operations, Quality, and HR teams to align training goals with business objectives.
• Audit Readiness: Help maintain audit-ready documentation and ensure the team adheres to required compliance frameworks.
• Reporting: Generate regular performance and compliance reports for internal stakeholders and clients.

Required Qualifications:

• Bachelor’s degree in any discipline (Business, Finance, or related field preferred)
• 8–10 years of hands-on experience in US voice-based collections, ideally including mortgage collections.
• Must have handled both Inbound & outbound voice processes.
• Strong knowledge of US collection laws and state-specific regulations
• Proven experience in conducting training programs for voice-based teams
• Strong communication and interpersonal skills to effectively engage and mentor teams
• Proficiency in call monitoring, LMS, CRM systems, and Microsoft Office Suite
• Ability to work independently, manage multiple training batches, and adapt to fast-paced environments
• Flexible with working in both day and night shifts
• Ability to create presentations for internal & external stakeholders.

Interview Mode :

Online Teams / Face to face.