Trainer (Collections) - Montego Bay

Come be a part of the CP-360 family.

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About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within proof that growth isn’t just a promise, it’s our culture.

From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one.

This is where potential turns into progression. welcome home.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

Key Responsibilities 
 
Training Delivery & Facilitation 
• Deliver new hire training (NHT) for collections programs (soft skills + systems + compliance) 
• Facilitate product-specific training aligned to client requirements 
• Conduct refresher and upskilling sessions based on performance gaps 
• Drive engaging, high-retention learning environments (role plays, call simulations, objection handling) 
• Align training to local regulations & compliance requirements (e.g., FDCPA where applicable) 
 
 
 
Curriculum Design & Content Development 
• Design and update: 
• Training decks 
• SOPs & process flows 
• Call guides & scripting frameworks 
• Customize training for different client programs / portfolios 
• Partner with QA & Ops to ensure training reflects real call drivers and defects 
 
 
 
Performance & Effectiveness Tracking 
• Monitor trainee performance through: 
• Nesting performance 
• Early production metrics 
• QA scores 
• Conduct Training Needs Analysis (TNA) based on: 
• QA insights 
• Ops performance gaps 
• Client feedback 
• Continuously improve training based on data-driven insights 
 
 
Compliance & Quality Focus 
• Ensure all training aligns with: 
• Legal and regulatory requirements 
• Client compliance standards 
• Reinforce call control, empathy, and ethical collections practices 
 

Skills & Competencies 
• Strong knowledge of collections operations (BPO environment) 
• Excellent facilitation & presentation skills 
• Ability to translate complex processes into simple, actionable training 
• Strong coaching and feedback capability 
• Data-driven mindset (comfortable with performance metrics) 
• High energy, engaging, and adaptable personality 
 
 
 
Qualifications & Experience 
• 2–4+ years in Collections (Agent, QA, or TL role) 
• 1–2+ years in Training / Facilitation (preferred) 
• Experience in BPO / Contact Center environment 
• Familiarity with collections systems (dialers, CRM tools) 
 

 We value our employees by providing:

• Competitive salaries
• Employee Recognition program
• Great earning potential
• Paid training
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.