QA cum Trainer

Location: Bangalore
Experience: 3-5 Years
Grade: BPO 3 / BPO 4
Process: B2B AR Collections
Work Mode: 100% Work from Office
Shift: Rotational & Night Shifts

• Monitor and evaluate call, email, process, and compliance quality.
• Conduct new hire, refresher, process update, and performance improvement trainings.
• Provide coaching and feedback based on quality audits and performance trends.
• Prepare quality reports, identify improvement opportunities, and track training effectiveness.
• Participate in calibration sessions and ensure consistency in quality standards.
• Support process improvements through root cause analysis and corrective actions.
• Maintain training content, quality scorecards, assessments, and process documentation.

• Experience in Quality, Training, or a combined QA & Trainer role within International B2B Collections.
• Strong understanding of Accounts Receivable, B2B Collections, Dispute Management, and Collections KPIs.
• Good communication, presentation, facilitation, and coaching skills.
• Proficiency in MS Excel, PowerPoint, and Word.
• Knowledge of quality tools such as RCA, Pareto (80/20), Fishbone Analysis, Call Quality, and Transaction Quality frameworks.
• Ability to create training content, conduct assessments, and certify associates.

• 1-3 years of experience in QA/Training for B2B Collections processes.
• Exposure to International BPO Collections operations.
• Lean Six Sigma Green Belt, Train-the-Trainer, or other quality certifications will be an added advantage.

Looking for professionals with strong quality, coaching, and training expertise who can drive performance excellence in a B2B Collections environment.