Role and key responsibilities:   

• Acts as a process expert for collections, providing guidance, training, and support to ensure operational excellence. 
• Serve as the go-to expert for collections processes, policies, and compliance requirements. 
• Support Team Leaders and agents in handling escalated or complex cases. 
• Conduct refresher training sessions and assist in onboarding new agents. 
• Monitor KPI trends and recommend process improvements to enhance performance. 
• Collaborate with Quality and Training teams to maintain high standards of service. 
• Audit calls and provide feedback to ensure compliance and quality.   
• Accuracy in process adherence. 
• Track PTP’s on daily and weekly basis for their span 
• Reduction in escalations and errors. 
• Training effectiveness (measured through post-training assessments). 
• Contribution to improvement in team KPIs (e.g., recovery rate, compliance)     

  Key skills and knowledge: 

• In-depth knowledge of collections processes and compliance. 
• Strong problem-solving and analytical skills. 
• Strong negotiation skills  
• Excellent communication and coaching abilities. 
• Ability to work collaboratively across teams. 

Educational qualification: Graduation