Manager – Training & Quality Reporting to: Associate Director – Digital Learning

Job Summary

The Training and Quality Manager for Telesales and Service is responsible for driving performance excellence by designing and executing impactful training programs and quality assurance frameworks for inside sales teams and customer service representatives. This role will ensure consistent delivery of high-quality learner interactions that improve conversions, retention, and customer satisfaction in a fast-paced EdTech environment.

Key Responsibilities

Training & Development:

• Develop and deliver structured onboarding and refresher training programs for telesales executives and service representatives.
• Train teams on EdTech product knowledge, CRM usage, pitch structuring, objection handling, compliance, and soft skills.
• Conduct regular training needs analysis (TNA) based on call audits, sales data, and feedback from team leads/managers.
• Create training content (scripts, roleplays, microlearning modules) tailored to different customer profiles and sales cycles.
• Drive performance enablement initiatives such as coaching clinics, mock calls, and product updates.

Quality Management:

• Define and implement call quality parameters, SLAs, and evaluation rubrics for telesales and customer service calls.
• Conduct regular audits of inbound and outbound calls to assess compliance, customer centricity, and communication quality.
• Provide actionable feedback and improvement plans to underperforming team members in collaboration with team leads.
• Ensure adherence to sales ethics, regulatory compliance (if applicable), and internal SOPs.
• Publish periodic quality scorecards and reports to leadership.

Performance Analysis & Reporting:

• Track KPIs such as conversion rates, talk-to-sale ratios, call handling time, first-call resolution (FCR), CSAT, and QA scores.
• Maintain training calendars, attendance, assessments, and post-training performance improvement tracking.
• Recommend targeted interventions to improve conversion, reduce churn, and enhance learner engagement.

Collaboration & Communication

• Liaise with Sales, Customer Experience, Product, and Marketing teams to stay aligned on campaigns, messaging, and updates.
• Assist managers in identifying high-potential agents and planning career development roadmaps.
• Organize train-the-trainer programs for internal leads and senior agents.

Key Skills & Competencies:

• Strong training facilitation and coaching skills for adult learners in telesales/service environments.
• Proven experience in setting up and scaling quality assurance processes in high-volume call centers.
• Knowledge of sales techniques (SPIN, BANT, consultative selling) and customer service best practices.
• Familiarity with CRM tools (e.g., Salesforce, Leadsquared), LMS platforms, dialers, and QA systems.
• Analytical skills to interpret performance metrics and derive actionable insights.
• Excellent communication, presentation, and stakeholder management skills.

Preferred Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in telesales/customer service training and quality management (preferably in EdTech, BPO, or Inside Sales roles).
• Certifications in Training, Coaching, Quality (Six Sigma/Lean), or Contact Center Management are a plus.

Success Metrics:

• Improvement in agent sales performance and productivity post-training
• Higher QA compliance and call quality scores
• Increase in conversion rates and customer satisfaction (CSAT)
• Reduction in ramp-up time for new hires
• Enhanced agent retention and engagement

Any Other Significant Input

To apply, please write to talent_acquisition@isb.edu.