Collections Training Manager

Work Set-up: Full Onsite

Work Location: BGC, Taguig

Start Date: ASAP

The Collections Quality Control Manager is responsible for overseeing training, quality assurance, performance monitoring, and compliance for both Desk and Field Collections teams.

The role combines end-to-end responsibility for training development, quality audits, coaching, risk identification, and regulatory adherence, ensuring consistent, ethical, and effective collection operations across all channels.

The role serves as a key partner to Operations, Risk, Legal, Compliance, and HR, ensuring that collection activities align with company policies, regulatory requirements, and approved KPIs.

Qualifications & Requirements

• Bachelor's degree or equivalent professional qualification.
• Minimum Diploma may be considered for candidates with strong and relevant QC experience.
• At least 5 years of experience in collections training, quality assurance, quality control, or supervisory roles.
• Strong experience in: Training needs analysis, Curriculum/training development, Quality audits, Performance evaluation and Case and call reviews
• Strong analytical, decision-making, and problem-solving skills.
• Strong communication skills in English, both written and verbal.
• High attention to detail and accountability.
• High integrity and professionalism in enforcing standards and compliance.
• Ability to work in a fast-paced and continuously changing environment.

Strongly Preferred

• Experience handling both Desk Collections and Field Collections.
• Experience in a financing company, lending company, bank, fintech, or related financial-services environment.
• Knowledge of collection ethics, customer treatment, consumer protection, and data privacy.
• Experience developing and delivering collections training programs.
• Experience managing or supervising a QC/QA or training team.
• Familiarity with CRM, LMS, or collections management systems

Key Responsibilities

A. Training & Capability Development - Desk and Field

• Analyze training needs based on competency gaps, performance data, audit findings, business changes, and field/desk observations.
• Design, develop, and deliver onboarding, refresher, and advanced training programs for Desk and Field Collection agents.
• Develop, maintain, and update training materials, including modules, presentations, SOPs, work guidelines, scripts, and job aids.
• Support the end-to-end onboarding process for new hires for both Field and Desk Collections, ensuring readiness before live deployment.
• Conduct regular refresher training covering collection policies, customer treatment, compliance requirements, and ethical standards.

B. Quality Control & Performance Monitoring

• Conduct quality audits, including: Call monitoring for Desk Collections, Field visit validations, Documentation checks and Case reviews
• Evaluate agent performance against quality standards, KPIs, behavioral expectations, and compliance requirements.
• Identify policy violations, process gaps, behavioral risks, and operational weaknesses.
• Recommend appropriate corrective and preventive actions.
• Provide coaching and corrective feedback to Desk and Field agents, QC Team Leaders, and Supervisors.

C. Compliance, Risk & Reporting

• Ensure Desk and Field Collection activities comply with company policies, customer treatment standards, and applicable regulatory requirements.
• Partner with Risk, Legal, and Compliance teams to identify trends, emerging risks, and preventive controls.
• Prepare and present regular management reports covering: Training activities and completion rates, Quality audit results and trends, Compliance risks and behavioral issues and Performance improvement outcomes
• Support internal and external audits by providing documentation, findings, and corrective-action tracking.