Looking for an experienced Collections & Insurance Trainer to manage training delivery, process metrics, and agent development. The role involves conducting NHT, refreshers, calibrations, and ensuring quality standards across the process.
Key Responsibilities
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Manage process metrics: Throughput, FAP, CSAT, Call Quality, Product Test Scores
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Provide agent-level feedback on quality & product knowledge
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Handle basic escalations and report to supervisors
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Conduct BQM, refreshers, calibration, NHT, TNA, TNI, OJT & mock calls
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Maintain training documentation, schedules, and evaluations
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Mentor and guide agents; support performance improvement
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Ensure customer-centric training and process alignment
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Work with Microsoft Office (Word, Excel, PPT, Outlook) and training tools
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Strong communication, interpersonal, and problem-solving skills
