Training and quality specialist – Collections

For our client, an international financial group, we are looking for an experienced specialist in the area of soft skills training in call centers.

 Training and quality specialist – Collections   Independent position in small team within Operations department at HQ of the company – support of Collections. You will be responsible for trainings of communication and negotiation skills of call center operators in European and Asian countries.    What will you do: -          work in a small team (Collections manager, analyst) reporting directly to Operations manager -          analyze and evaluate efficiency of collections call centers in several countries (Czech Republic, Russia, Bielarus, Kazachstan, Vietnam, China) -          implement efficient quality management tools in call centers (calls monitoring, feedback, training etc.) -          prepare draft of trainings for each country based on local needs, implement and develop training methodologies and particular trainings, -          your aim will be to continuously improve communication skills of call centre operators to successfully recover debts from the clients  -          create and realize soft skills trainings – how to communicate with clients /debtors in early collections, recover debts in different phases of delay -          train the trainers in the countries, especially in delivering feedback, motivating and training of operators -          travel regularly   We require: -          secondary/university education -          fluent English -          fluent Russian – reading, writing, communication with native speakers -          practical experience in training soft skills in call centres environment, ideally communication with debtors in collections -          working experience in financial institution or call centre in other business (telco, energetics, outsourcing)   -          strong analytical skills -          conceptual thinking, experience in designing soft skills trainings   -          knowledge of quality management tools in call centres -          ability to desing incentive schemes -          willingness to travel and work abroad   We offer: -          interesting, creative and independent job in education and development -          possibility to grow professionally and build carreer in a strong financial group -          support from experienced and competent manager and collegues -          variety of trainings based on individual needs (languages, soft skills…) -          attractive salary

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