Process Trainer

Role & responsibilities:

• Design, develop and deliver training modules for new hires (induction) and for existing telesales agents (refresher training) covering process, selling techniques, call scripts, objection handling, upselling/cross-selling, CRM usage.
  
• Create training materials: slide decks, manuals, job aids, role-plays, mock calls, assessments.
  
• Conduct classroom training, virtual training, one-to-one coaching, on-the-floor shadowing and call monitoring.
  
• Monitor and evaluate trainee performance through call monitoring, quality audits, metrics (e.g., conversion rate, call handle time, first-call resolution, customer satisfaction). Provide feedback and improvement plans.
  
• Collaborate with sales managers, quality assurance, operations and other stakeholders to identify training needs (via performance data, call analytics, feedback) and execute targeted interventions.
  
• Maintain training MIS: track batch completion, assessment results, trainer feedback, agent progress, refresher cycles.
  
• Stay updated with changes in process, product/service updates, sales strategy and ensure these are incorporated into training.
  
• Coach and mentor bottom-quartile performers, run improvement workshops, and follow up on action plans.
  
• Facilitate role-plays and simulation sessions to build confidence in agents, especially for new campaigns or processes.
  
• Work to ensure that training outcomes are aligned with business objectives: e.g., improving conversion rate, reducing attrition, improving quality scores.