Debt Collection Agency Trainer

The Collection Agency Trainer is responsible for delivering high-impact training programs within a fast-paced environment. This role supports multiple client portfolios by equipping collection agents with the skills, compliance knowledge, and performance strategies needed to meet client-specific KPIs, regulatory requirements, and quality standards. Core Responsibilities Program Development and Delivery: Design and facilitate training for new hires and existing staff, focusing on negotiation skills, soft skills and system training. Lead the execution of and continuous enhancement of all remote training, including new hire training, nesting, upskill initiatives and leadership development. Collections Expertise: Provide specialized training on collections techniques and overcoming payment objectives. Compliance and SOP’s: Develop and maintain Standard operating procedures to ensure all agents adhere to regulation requirements like the FDCPA (Fair Debt Collection Practices Act.) Performance Coaching: Conduct Regular coaching session and “micro-training” based on quality assurance feedback and performance metrics such as Average Handle Time. Perform scheduled call calibrations with agents and on an as needed basis. LMS Management: Administer Learning Management System to track course completion, certifications and assessment data. Responsible for updating training material as needed to meet client and regulatory requirements. Ensure curriculum remains aligned with live operational data, QA insights, and revenue performance priorities. Leadership: Maintain active presence to reinforce practical application, execution standards and accountability. Lead the execution of and continuous enhancement of all remote training, including new hire training, nesting, upskill initiatives and leadership development. Performance Improvement: Drive measurable performance improvement through structured reinforcement sessions and skill-based coaching sessions. Compliance &Quality Reinforcement Ensure regulatory compliance principles are consistently communicated within all training programs and continuously reinforced. Conduct remediation training as needed to reinforce standards to mitigate operational risk. Leadership Development & Capability Building: Qualification and Experience: 2-3 years of experience in training or curriculum development, preferably within a debt collection environment. Proven ability to conduct live call listening sessions with the ability to deliver structured behavior-based feedback. Proficiency in Excel, Powerpoint, Google Workspace and comfortable with virtual training tools within the google workspace.. Exceptional verbal and written English skills are mandatory as the role supports US clients. Track record of driving measurable results to improve the overall operational performance metrics and QA outcomes. Job Type: Full-time Pay: Php50,000.00 per month Benefits: Company Christmas gift Company events Paid training Pay raise Promotion to permanent employee Work from home Experience: Training: 2 years (Required) Third Party Debt Collections: 1 year (Required) Language: English (Required) Work Location: Remote