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