Collections Trainer

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Trainer, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

Job Summary

The Process Trainer (Collections) is responsible for delivering high-quality, consistent, and performance-focused training that accelerates new hire readiness and supports ongoing operational excellence efforts.

This role ensures that learners achieve defined performance targets within expected timelines by delivering effective training, reinforcing skills through coaching, and maintaining accurate, up-to-date training materials.

Success in this role is measured through trainee performance outcomes, training effectiveness, and adherence to structured training and certification standards.

Key Responsibilities

• Training Delivery & Facilitation

Deliver process, systems, and soft skills training for new hires and upskilling programs in alignment with business requirements.

Facilitate engaging, learner-centered sessions that support knowledge retention and on-the-job application.

Maintain trainer readiness by completing Quarterly Trainer Skills Certification to ensure high delivery and facilitation standards.

• Key Performance Metrics (Success Measures)
• Achievement vs. Target for Top 3 KPIs (Percent to Goal)
• Quarterly Trainer Skills Certification completion
• Trainer Phonetime (minimum 15 calls/month)
• Trainer Evaluation Survey results and Post-Training Survey – Training Material Effectiveness scores
• Effectiveness of Targeted Interventions from Nesting to Production
• Quality & Consistency of Training Materials (Closed Loop)
• Percent of New Hires Achieving KPI by 90 Days in Production
• 60-Day New Hire Throughput (Day 1 HC vs. 60-Day HC)
• Completion of Agent Lifecycle Playbook Discussion'=
• Performance & KPI Impact

Drive Achievement vs. Target for Top 3 KPIs, measured by percent-to-goal performance of trainees post-training

Support new hires in achieving required performance benchmarks, including Percent of New Hires Achieving KPI by 90 Days in Production.

Monitor 60-Day New Hire Throughput, ensuring effective ramp-up from Day 1 headcount to 60 days post-training.

• Coaching, Nesting, and Interventions

Conduct a minimum of 15 calls per month calibration, or skill practice to maintain process expertise.

Partner with Operations, Quality, and Nesting teams to deliver Targeted Interventions from Nesting to Production, addressing skill gaps early and reducing time to proficiency.

Participate in and complete Agent Lifecycle Playbook Discussions to ensure alignment with end-to-end employee development expectations.

• Content Quality & Continuous Improvement

Review, update, and maintain training materials using a Quality & Consistency Closed-Loop Review Process to ensure accuracy, clarity, and alignment with current operations.

Collaborate with Quality, Operations, and stakeholders to validate content before deployment, minimizing confusion and ramp-up time.

Identify trends from training data, surveys, and performance metrics to recommend improvements to curriculum and delivery methods.

Achieve passing percent of improvement expectations for training intervention initiatives

What We’re Looking For

• Bachelor’s degree or equivalent experience in Training, Education, Operations, or a related field.
• Good communications skills (minimum B2, C1 is preferred)
• Minimum 3 years working in a BPO collections environment
• Has functional knowledge of US collections laws and regulations
• Strong facilitation, communication, and coaching skills.
• Ability to translate complex processes into clear, learner-friendly content.
• Data-driven mindset with experience tracking training effectiveness and performance outcomes.
• Strong collaboration skills with Operations, Quality, and cross-functional partners

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!