Personal Loans Collections Quality and Training Manager

4 days ago

Mumbai, Maharashtra, India beBeeCollections Full time ₹ 1,20,00,000 - ₹ 2,10,00,000

Job Title: Collections Quality and Training Manager

The ideal candidate will be responsible for overseeing the development, implementation, and monitoring of quality and training frameworks for Personal Loan collections call centres. This role will ensure compliance with RBI guidelines, enhance agent effectiveness, strengthen customer interaction standards, and drive performance outcomes for the collections vertical.

Main Responsibilities:

  • Quality Assurance Management: Develop, implement, and monitor quality standards across collection call centres. Conduct regular audits of live and recorded calls to ensure adherence to RBI guidelines and internal processes. Establish structured feedback mechanisms and coach teams to drive continuous improvement. Prepare and present quality reports to senior management.
  • Training and Capability Development: Identify training needs through TNI and quality reports. Design and 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: Collaborate 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 and 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.

Required Skills and Qualifications:

  • 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.

Preferred Qualifications:

  • Graduate/Postgraduate in Management, Commerce, or related fields.
  • 8-12 years of experience in Collections/Call Centre Quality & Training with at least 3 years in a leadership role.
  • Exposure to NBFC/Banking industry and experience with Personal Loan collections is preferred.

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