Senior Trainer

Job Title: Trainer

Location:  India, Mumbai, Malad – Paradigm B Wing
Line of Business: Collections 
Business Unit: Firstsource Advantage
Position Type: Full-time

About the Role

Are you passionate about helping others grow and succeed? Firstsource Advantage is seeking a dynamic and proactive Trainer to lead our employee development efforts. In this role, you’ll provide engaging and impactful training sessions—both one-on-one and in groups—to new hires and existing team members. You’ll play a key role in onboarding, compliance education, and ongoing performance coaching, helping to shape a confident and compliant workforce.

• All H1, H and G grade employees can apply. It will be a lateral movement for G grade employees and vertical movement for H1 & H grade employees.
• Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st of Sept 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 request in the coming 3 months.
• Current Voice experience 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
• Taking complete ownership of batches right from inception to assessments / handover & ability to deliver and motivate trainees (both in group and individual classroom sessions).
• Ensure new hires complete all mandatory trainings (company and client) 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 the needs of diverse learners.
• Briefings to be conducted to cascade about updates and new procedures to be followed with BAU Teams

Program & Compliance Management

• Being dynamic and understanding Client & Company requirements on a real-time basis
• Ensure all trainees understand and adhere to compliance standards and work expectations.
• Support the maintenance and updating of training aids—manuals, presentations, visual aids, and handouts.
• Stay informed on changes in industry regulations and client requirements to ensure training remains current.

Collaboration & Reporting

• Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs.
• Work closely with leadership to identify training gaps and implement effective learning strategies.
• 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.

What We’re Looking For

• 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 at various levels
• Familiarity with collection systems and compliance regulations preferred
• Should be Creative, Innovative in Designing Training PPT's, 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.

Key Performance Indicators

• Employee performance and goal completion post-training
• Compliance with training timelines and client standards
• Quality and effectiveness of floor coaching
• Feedback from trainees and leadership

Important Note:

• Probation will be 6 months from client certification & accreditation date.
• All applicants must keep their immediate supervisors informed before applying for the position.
• 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 he/she came from.
• No grade or CTC change for lateral movement.
• Once a candidate is selected for an IMP & joins the new role, they will not be considered or released for any alternate IMP opportunity until completion of probation or 6 months whichever is later.
• The selected candidates must be released with immediate effect from the date of the announcement of the results