Quality & Training Specialist

About the role

ClearGrid is seeking a driven Quality, Training & Process Development Specialist to own and evolve the quality framework, agent training, and process optimization for its Collections function. You will build standards from scratch, ensure regulatory compliance, and coach teams toward consistent excellence.

Key responsibilities

• Build and continuously improve QA frameworks, call audit scorecards, and compliance monitoring tools.
• Define quality benchmarks aligned with business, client, and regulatory expectations.
• Conduct routine call evaluations, deep‑dive audits, and identify root causes of gaps.
• Lead calibration sessions and align stakeholders on quality standards and audit scoring.
• Generate quality insights and recommend tactical improvements for better contact outcomes.
• Design and deliver onboarding training for new agents covering tools, policies, product knowledge, and soft skills.
• Roll out refresher programs and learning interventions based on audit findings or process changes.
• Create SOPs, knowledge aids, and micro‑learning content to support continuous development.
• Monitor training effectiveness through post‑training evaluations and performance trends.

Required profile

• Hands‑on experience setting up QA processes and training structures from the ground up.
• 3+ years in QA or training roles, preferably within collections, BPO, or contact‑center environments.
• Strong command of regulatory and compliance standards relevant to collections.
• Confident communicator with strong documentation and facilitation skills.
• Fluent in at least one additional language (Hindi or Urdu).

Required skills

What we offer

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