Trainer & Knowledge Management (Monee)

About The TeamSenior Trainer & Knowledge Management for Collections is a specialized role focused on improving the performance and efficiency of the collections team through targeted training and process standardization.This position is responsible for designing, developing, and delivering training programs for new and existing collection agents, with a specific emphasis on upskilling senior agents and team leads. A key part of the role involves documenting and creating Standard Operating Procedures (SOPs) that reflect best practices, ensure compliance, and drive consistent, high-quality performance across the department.The ideal candidate will have extensive experience in collections, a passion for training and development, and a strong ability to translate complex processes into clear, actionable instructions.Job DescriptionTraining & Development: Design and implement a comprehensive training curriculum for all levels of collections staff, from new hires to senior agents and team leads. Conduct engaging training sessions on topics such as advanced negotiation tactics, skip tracing, objection handling, and difficult-account managementDevelop specialized training modules to address performance gaps identified through quality assurance and key performance indicator (KPI) analysis. Provide one-on-one coaching and mentoring to senior agents to enhance their skills and prepare them for leadership roles. SOP & Documentation:Collaborate with collections management and team leads to document and formalize all collections processes and procedures.Create and maintain a centralized repository of SOPs, job aids, and reference materials.Ensure all documentation is compliant with internal policies and external regulations.Regularly review and update existing SOPs to reflect changes in strategy, technology, or regulatory requirements.Quality & Compliance:Work with the Quality Assurance team to analyze call recordings and performance data to identify training needs and process gaps.Help establish and enforce quality standards for all agent-customer interactions.Develop training on compliance best practices to minimize legal and reputational risk.RequirementsBachelor's degree or higher in Law, Business Administration, or a related field. At least 1 year of experience in training or as a team leader in a collections environment.Strong understanding of collection processes, both systematic and conversational/negotiation skills.Excellent communication, presentation, and motivational skills.Systematic approach to problem-solving, planning, and documentation.Knowledge of debt collection laws or certification under the Debt Collection Act is a significant plus.Ability to conduct Root Cause Analysis to propose process improvements.Proficiency in analyzing and summarizing both qualitative and quantitative data. Attention to detail, impartiality, and a positive attitude toward teamwork.Understanding of collection processes and compliance standards related to debt collection laws is a plus. Proficiency in spreadsheet applications (e.g., Excel, Google Sheets)Strong communication skills in both written and spoken English and Thai.A positive attitude, willingness to learn, and a proactive approach to work.