Quality & Training Specialist

About ClearGrid

ClearGrid is on a mission to revolutionize the debt resolution industry. We’re using AI, automation, and real-time data to completely rethink how debt collection works, unlocking better outcomes for institutions and individuals alike. Think of us as rebuilding the collections - starting from scratch, with modern tools.

We're a fast-growing startup with ambitious goals, and we’re looking for builders who are hungry to make a real dent in a space with massive untapped potential.

Role Overview

We’re on the lookout for a driven Quality, Training & Process Development Specialist to take full ownership of our quality framework, agent training, and process optimization across the Collections function. If you’re someone who thrives on building from scratch, driving consistency, and coaching teams toward excellence: this one’s for you.

Key Responsibilities

Quality Assurance & Process Setup

• Build and continuously enhance QA frameworks, call audit scorecards, and compliance monitoring tools
• Define quality benchmarks aligned with business, client, and regulatory expectations
• Drive routine call evaluations and deep-dive quality audits to flag gaps and root causes
• Lead calibration sessions and align stakeholders on quality standards and audit scoring
• Generate quality insights and recommend tactical improvements for better contact outcomes
  
  

Training & Agent Enablement

• Design and deliver onboarding training for new joiners (tools, policies, product, 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 agent performance trends
  
  

Requirements

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

Why Join ClearGrid?

Real ownership: You’ll play a central role in building products that redefine how collections work in the future

Massive industry impact: This is one of those rare spaces where almost everything is still to be built.

High-growth team: We’re scaling fast, and the systems, tools, and processes you help create will shape our foundation.