About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
The Debt Collections Trainer will be responsible for designing, delivering, and continuously improving training programs for U.S. debt collections teams to ensure strong recovery performance, regulatory compliance, and an exceptional consumer experience.
This role plays a critical part in onboarding new hires, upskilling existing agents, and reinforcing best practices aligned with FDCPA, CFPB, TCPA, UDAAP, HIPAA, FCRA, and client-specific requirements. The Trainer will work closely with Operations, Quality, and Compliance teams to identify skill gaps, enhance call quality, and drive sustainable performance improvements across the collections floor.
Location/Hours
Location: Bhayandar, Mumbai
Shift: Night (9 hours between 8:00 AM EST – 8:00 PM PST)
Job Responsibilities / Expectations
- Design and deliver structured training programs for new hires and tenured agents covering U.S. collections fundamentals, negotiation techniques, call control, objection handling, and ethical recovery practices
- Ensure comprehensive training on regulatory and compliance standards including FDCPA, CFPB, TCPA, FCRA, HIPAA, UDAAP, and all client-specific policies, with a strong focus on risk mitigation and consumer protection
- Conduct quartile management through refresher trainings, remedial coaching sessions, and targeted interventions based on QA findings, performance trends, and operational feedback
- Collaborate with Team Leaders and Managers to analyze individual and team performance metrics, identify skill gaps, and recommend tailored training solutions
- Monitor post-training effectiveness through call audits, performance dashboards, and behavioral observations, ensuring measurable improvement in recovery rates and call quality
- Maintain training documentation, learning materials, assessments, and certifications in line with audit and client requirements
- Support change management initiatives, new client onboarding, process updates, and regulatory changes by quickly adapting training content and delivery methods
- Develop engaging training materials including presentations, role-play scenarios, case studies, and assessments
- Conduct nesting and on-floor coaching to reinforce learning and support skill application
- Partner with Quality team to conduct calibration sessions and address audit findings through targeted training
- Track training metrics and provide reports on training effectiveness and performance improvement
Minimum Qualifications
- Graduate in any field
- Excellent communication skills (written and spoken)
- BPO background with experience in training or collections
- Strong knowledge of U.S. debt collections regulations (FDCPA, CFPB, TCPA, FCRA, HIPAA, UDAAP)
- Proven ability to design and deliver effective training programs
- Experience conducting new hire training and refresher sessions
- Strong presentation and facilitation skills
- Ability to analyze performance data and identify training needs
- Good interpersonal skills for coaching and mentoring
- Proficiency in MS Office (PowerPoint, Word, Excel)
Desired Qualifications
- 3-5 years of experience as a Trainer in debt collections or financial services BPO
- Experience with U.S. debt collections operations and compliance requirements
- Certification in training and development (Train the Trainer, instructional design, etc.)
- Knowledge of adult learning principles and training methodologies
- Experience with Learning Management Systems (LMS)
- Strong analytical skills to measure training ROI and effectiveness
- Ability to create engaging e-learning content
- Experience conducting virtual training sessions
- Understanding of collections metrics, KPIs, and performance management
- Track record of improving team performance through effective training interventions
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.