Training & Quality Head - Personal Loans/Voice Process - Call Center

4 weeks ago

Mumbai, Maharashtra, India Huntsmen & Barons Full time

Location: Mumbai

Department: Collections Personal Loan (Call Centre)

Reports to: Head Collections

Role Summary

The Quality & Training Head will be responsible for designing, implementing, and monitoring quality and training frameworks for the Personal Loan collections call centre. This role will ensure compliance, enhance agent effectiveness, strengthen customer interaction standards, and drive performance outcomes for the collections vertical.

Key Responsibilities

Quality Management

- Define, implement, and monitor quality standards across collection call centres.

- Conduct audits of live and recorded calls to ensure compliance with RBI guidelines and internal processes.

Establish structured feedback mechanisms and coach teams to drive continuous improvement.

- Prepare and present quality MIS/reports to senior management.

Training & Capability Development

- Identify training needs through TNI and quality reports.

- Design & deliver training programs for new hires, refresher sessions, and skill-building workshops.

- Develop training modules (product knowledge, soft skills, compliance, and process updates).

- Measure training effectiveness through post-training assessments and ROI impact on KPIs.

Operational Excellence

- Partner with Call Centre Operations and Collection Heads to align training & quality goals with business strategy.

- Drive initiatives for agent productivity, compliance, and customer experience enhancement.

- Manage employee engagement, R&R programs, and process improvement projects.

Compliance & Governance

- Ensure adherence to all regulatory norms (RBI/collections compliance).

- Support internal/external audits and implement corrective actions.

- Maintain documentation and knowledge base for audit readiness.

Skills & Competencies

- Strong expertise in Collections Call Centre operations (preferably PL portfolio).

- Proven track record in Quality Assurance & Training leadership.

- Analytical mindset with ability to interpret data and recommend improvements.

- Excellent communication, coaching, and stakeholder management skills.

- Proficiency in MS Office, reporting tools, and quality monitoring systems.

Qualifications & Experience

- Graduate / Postgraduate in Management, Commerce, or related fields.

- 8-12 years of experience in Collections/Call Centre Quality & Training with at least 35 years in a leadership role.

- Exposure to NBFC / Banking industry and experience with Personal Loan collections is preferred.

(ref:iimjobs.com)

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