Quality & Training Specialist

About the role

ClearGrid is seeking a proactive Quality & Training Specialist to own and evolve its quality framework, agent training, and process optimisation within the Collections function. You will build standards from the ground up, ensure regulatory compliance, and coach teams to deliver superior contact outcomes.

Key responsibilities

• Design, implement and continuously improve QA frameworks, audit scorecards and compliance monitoring tools.
• Define quality benchmarks aligned with business, client and regulatory expectations.
• Conduct routine call evaluations, deep‑dive audits and lead calibration sessions to identify gaps and root causes.
• Generate actionable quality insights and recommend tactical improvements.
• Develop and deliver onboarding and refresher training programmes covering tools, policies, product knowledge and soft‑skill techniques.
• Create SOPs, knowledge aids and micro‑learning content to support ongoing agent development.
• Monitor training effectiveness through post‑training evaluations and performance trends.

Required profile

• Minimum 3 years experience in QA or training roles, preferably in collections, BPO or contact‑center environments.
• Proven ability to set up QA processes and training structures from scratch.
• Strong understanding of regulatory and compliance standards relevant to collections.
• Excellent communication, documentation and facilitation skills.
• Fluent in English and at least one additional language (Hindi or Urdu).

Required skills

• Experience with QA frameworks and audit scorecard design.
• Knowledge of compliance monitoring tools.

What we offer

• Real ownership of building products that will reshape the collections industry.
• Opportunity to make a massive impact in a high‑growth startup.
• Chance to shape foundational systems, tools and processes.