Senior Trainer

About the Role

Firstsource Advantage is seeking a dynamic and proactive Trainer to lead employee development efforts. This role involves providing engaging and impactful training sessions, both one-on-one and in groups, to new hires and existing team members. You will play a key role in onboarding, compliance education, and ongoing performance coaching.

Eligibility Criteria

• All H1, H, and G grade employees can apply.
• A minimum tenure of 18 months in the organization and 12 months in the current role as of 01st September 2026.
• Performance rating of CME or above in the last 6 months with no monthly BE rating.
• No documented disciplinary issues/PIP in the last 6 months.
• No attendance issues in the past year.
• No leave requests in the coming 3 months.
• Current Voice experience is mandatory.

Key Responsibilities

Training & Development

• Deliver comprehensive training to new collections associates on:
• Company and client policies
• Federal and state collection laws
• Effective collection strategies
• Internal systems, software, phone protocols, and dialer tools
• Take complete ownership of batches from inception to assessments/handover.
• Deliver and motivate trainees (group and individual classroom sessions).
• Ensure new hires complete all mandatory trainings before going live.
• Facilitate ongoing training sessions for current employees, including new client products or regulatory updates.
• Coach and mentor new hires through floor support, assisting with goal achievement and skill development.
• Adapt and refine training materials and methodologies to meet diverse learner needs.
• Conduct briefings to cascade updates and new procedures to BAU Teams.

Program & Compliance Management

• Understand Client & Company requirements in real-time.
• Ensure trainees understand and adhere to compliance standards and work expectations.
• Support the maintenance and updating of training aids (manuals, presentations, visual aids, handouts).
• Stay informed on changes in industry regulations and client requirements.

Collaboration & Reporting

• Utilize various training methodologies, techniques, concepts, and learning tools for maximum program effectiveness.
• Identify training gaps and implement effective learning strategies in collaboration with leadership.
• Maintain training batch details, new hire details, accurate database management, documentation (new hire training sign-offs), and timely reporting.
• Maintain accurate records for compliance reporting, trainee progress, and certification tracking.
• Setup new hire access, ID creation, bank account, payroll, transport, BGV, and other administrative tasks aligned to training.
• Occasionally travel to other company sites for training support or client initiatives.

Requirements & Tech Stack

• Proven experience in training or coaching, ideally within a VOICE call center and collections environment.
• Strong communication and presentation skills.
• Excellent written and verbal communication skills.
• Ability to motivate and inspire learners.
• Familiarity with collection systems and compliance regulations is preferred.
• Creative and innovative in designing Training PPTs, content, etc.
• Experience in handling teams & mentoring OJTs would be an advantage.
• Adaptable, proactive, and team-oriented mindset.
• Must be comfortable with rotational shifts, especially night shifts/graveyard shifts.
• Willing to work with rotational & split week offs (weekend working).
• Willing to work from office only.

Qualifications

• Probation will be 6 months from client certification & accreditation date.
• Promotion to the grade will be based on individual performance, alignment with business requirements & completion of all BGV Checks, client certification & accreditation.
• In case the candidate does not clear client certification/accreditation, the employee will be sent back to the previous role and process.
• No grade or CTC change for lateral movement.
• Selected candidates must be released with immediate effect.