Experienced Digital Debt Recovery Trainer for Contact Centre Team

We are seeking an experienced Digital Debt Recovery Trainer and Collections Operations Practitioner to design and deliver a practical capability-development programme for our Contact Centre Agents, Team Leads and operational staff. Our Contact Centre is expanding into three specialist areas: Lead Generation, Telesales and Digital Debt Recovery. This engagement will establish the operational skills, tools, standards and supervisory capability required to deliver professional, ethical and performance-driven debt recovery services across financial services, insurance, healthcare, telecommunications and other receivables-intensive sectors. This is not a general customer-service training assignment. We require someone with direct experience managing, supervising, designing or improving collections and recovery operations. The programme must be highly practical and include live demonstrations, simulations, role plays, recovery scripts, negotiation exercises, quality-assurance tools and measurable competency assessments. Scope of Work The selected feelancer will: Assess the current capability of participating agents and supervisors. Identify operational, knowledge and performance gaps. Design a customised Digital Debt Recovery curriculum. Deliver facilitator-led training using practical industry scenarios. Train agents to manage early-stage, late-stage, disputed, hardship and vulnerable-customer accounts. Develop supervisors’ ability to monitor calls, coach agents and manage recovery performance. Provide reusable operational tools for future client recovery campaigns. Conduct post-training coaching or calibration after agents begin applying the training. The curriculum should cover: Debt recovery lifecycle, delinquency stages and ageing. Account prioritisation and customer segmentation. Pre-contact account review and data validation. Right-party contact and identity verification. Recovery conversation structure and call control. Active listening, probing and customer assessment. Ability-to-pay and willingness-to-pay analysis. Objection handling and repayment negotiation. Promise-to-pay creation and promise-kept management. Repayment arrangements and follow-up strategies. Calls, SMS, email, messaging and other approved digital channels. Contact sequencing, templates and automation principles. Ethical collections, customer dignity and confidentiality. Disputes, hardship, vulnerable customers and fraud indicators. Data protection, record keeping, compliance and audit readiness. Account notes, disposition codes and follow-up documentation. Recovery KPIs, quality assurance, scorecards and coaching routines. Required Training Methodology The programme must include: Pre-training capability assessment. Facilitator-led practical instruction. Demonstrations of effective and ineffective recovery conversations. Role plays and call simulations. Objection-handling drills. Repayment-negotiation exercises. Industry-based case studies. Practical use of scripts, templates and account notes. Knowledge checks and individual feedback. Final practical competency assessment. Train-the-supervisor coaching session. Proposals based mainly on theory, academic lectures or generic customer-service training will not be considered. Required Deliverables The consultant will be expected to provide: Inception and training-needs assessment report. Customised curriculum and session plan. Facilitator guide. Participant workbook. Presentation slides. Exercises, role plays and case studies. Recovery call scripts. SMS, email and messaging templates. Objection-handling guide. Negotiation framework. Escalation matrix. Account-note and documentation standards. Recovery quality-assurance scorecard. Agent KPI scorecard. Supervisor coaching template. Call-calibration guide. Daily and weekly performance dashboard templates. Pre- and post-training assessments. Participant-level competency results. Post-training coaching or calibration session. Final report with a 30–60–90-day reinforcement plan. All final materials must be supplied in editable formats and PDF. Required Experience Applicants should demonstrate: At least seven years of experience in debt collection, credit operations, digital lending, receivables management or contact-centre recovery. Direct operational experience managing, supervising or training recovery teams. Experience designing practical adult-learning programmes for Contact Centre Agents and supervisors. Strong knowledge of ethical collections, customer protection, data privacy, quality assurance and performance management. Experience with collection systems, CRM platforms, diallers, automation, digital recovery channels or analytics. Essential experience in financial services. Strong facilitation, coaching and stakeholder-management skills. Relevant professional certifications are an advantage. Purely academic or classroom-based experience will not be sufficient. Evidence Required in Your Application Please include: Three comparable collections training or recovery-transformation assignments. The client sector, participant profile, scope and your specific role. Measurable results achieved, such as improvements in recovery rate, right-party contact, promise-kept rate, quality scores or agent productivity. Two professional references. A sample module, anonymised training material, scorecard, script or operational tool. Your proposed training duration and delivery approach. Your earliest availability. A clear fee proposal, including any applicable taxes and travel costs. Engagement Details Location: Ghana. Delivery: Facilitator-led, with practical simulations and post-training support. Language: English. Expected commencement: August 2026. Contract type: Fixed-price professional training engagement. Duration: To be recommended by the consultant based on the curriculum and practical requirements. International applicants may apply but must clearly state whether they can deliver in person in Ghana, remotely, or through a blended model. Screening Questions Describe your direct operational experience managing or supervising debt recovery teams. What recovery KPIs have you personally managed or improved? Provide an example of a collections training programme you designed and the measurable results achieved. How would you assess agents before training and certify them after training? What tools and operational materials would you provide as part of this assignment? How would you train agents to manage hardship, disputed and vulnerable-customer accounts? What duration do you recommend for the programme, and why? Are you available to deliver training in Ghana during August 2026? Please attach one anonymised training module, script, scorecard or recovery tool. State your complete professional fee and any additional costs separately.