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 -


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


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
  • your aim will be to continuously improve communication skills
    of call centre operators to successfully recover debts from the
  • 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
  • practical experience in training soft skills in call
    centres environment, ideally communication with debtors in
  • working experience in financial institution or call centre
    in other business (telco, energetics, outsourcing)  
  • strong analytical skills
  • conceptual thinking, experience in designing soft skills
  • 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
  • possibility to grow professionally and build carreer in a
    strong financial group
  • support from experienced and competent manager and
  • variety of trainings based on individual needs (languages, soft
  • attractive salary


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