Training and Quality Analyst

We are hiring a dynamic and experienced Trainer and Quality Analyst for our Dubai-based Banking Debt Collection and Recovery Process. As a channel partner of reputed Dubai banks, we seek a professional who can handle both training and quality monitoring responsibilities to ensure our collection agents consistently perform at high standards while maintaining compliance and customer service excellence.

Key Responsibilities:

Training:

• Conduct induction and ongoing training programs for debt collection and recovery agents.
• Design and update training content to reflect Dubai banking norms and recovery regulations.
• Deliver modules on call etiquette, negotiation skills, objection handling, and compliance.
• Identify performance gaps and deliver targeted refresher training.
• Maintain training records, evaluation sheets, and feedback reports.

Quality Assurance:

• Monitor and evaluate outbound/inbound calls to ensure adherence to scripts, policies, and compliance standards.
• Provide constructive feedback to agents based on audits.
• Maintain QA dashboards and share quality insights with the operations team.
• Conduct regular calibration sessions to align on quality standards.
• Highlight process gaps and assist in implementing corrective actions.

Candidate Profile:

• Graduate in any stream (Finance/BPO experience preferred).
• Minimum 6 months of experience in a similar dual role in banking BPOs or debt collection processes.
• Strong understanding of Dubai banking recovery norms and international compliance standards.
• Excellent verbal and written communication skills in English and Hindi.
• Proficient in MS Office and CRM tools.
• Ability to multitask and manage both training delivery and QA responsibilities.

No relocated candidates are allowed. Only delhi candidates are preferred.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Schedule:

• Day shift

Work Location: In person

Speak with the employer
+91 9910815843