Associate Manager - Training & Quality
Core
Designing and executing training programs and quality assurance frameworks for telecalling and field collections teams to ensure regulatory compliance and operational efficiency.
Role type
Associate Manager, Training & Quality Operations
Builds
Training curricula, quality monitoring systems, and compliance frameworks for lending/banking collections
Domain
Financial Services (Lending/Banking) / Telecommunications
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Training program design, Quality Assurance management, Regulatory compliance, Stakeholder management, Data analysis, Performance calibration
Preferred skills
AI-enabled call monitoring systems, Speech analytics tools, Automated QA platforms
Technologies
AI-enabled call evaluation solutions, Speech analytics tools, Automated QA platforms
Responsibilities
Design and execute new hire onboarding training for telecalling and field collections; Ensure adherence to regulatory guidelines and internal code of conduct; Partner with external agencies to monitor call quality and SLAs; Implement consequence management for quality offenders; Leverage AI tools to analyze customer interactions and optimize training scripts; Synthesize quality metrics and AI insights for executive dashboards.
Seniority
Mid-level Manager, hands-on IC
