Sales Trainer

Role: Communication Trainer Industry

Type: ITES/BPO/KPO/IT Services & Consulting

Functional Area: Learning, Training & Development

Employment Type: Full Time, Permanent

Responsibilities:

 Establish and maintain professional credibility through excellent verbal and written communication, training presentation, and facilitation skills.

 Deliver communication, soft skills, voice & accent, and customer service/sales training to new hires (NHT batches) and on-floor associates.

 Conduct refresher training sessions, ensuring continuous improvement in communication and performance metrics.

 Perform call auditing, feedback, and side-by-side coaching to enhance quality and agent performance.

 Conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA) in collaboration with the Quality and Operations teams to identify gaps and define development plans.

 Design, develop, and update training modules, job aids, and learning materials within timelines and budget constraints.

 Use analytical and decision-making skills to assess performance gaps and recommend targeted learning interventions.

 Ensure alignment of all training content with business objectives, brand tone, and customer experience standards.

 Manage training projects end-to-end, ensuring timely completion and measurable business outcomes.

 Apply adult-learning principles, effective classroom management, and innovative facilitation techniques to make sessions engaging and outcome-oriented.

 Organize, plan, and implement monthly cyclic activities including refresher training, KPTs, and dip checks.

 Support the Quality and Operations teams in improving customer handling, sales conversions, and communication etiquette.

 Participate in strategic planning sessions to design learning & development roadmaps and skill enhancement strategies.

 Maintain accurate records of training attendance, performance, and post-training improvement metrics.

 Stay updated with evolving trends in communication, sales, and customer experience to continuously enhance training delivery.

Ideally, you should have:

 Minimum 2 years of experience as a Voice & Accent / Communication Trainer or L&D professional within a US/Canada BPO/ITES setup.

 Strong knowledge of customer service and sales processes, with the ability to translate that into training content and delivery.

 Excellent communication, facilitation, and presentation skills with proven classroom engagement experience.

 Proficiency in MS Office Suite (especially PowerPoint); exposure to e-learning tools or LMS is an asset.

 Ability to identify and bridge communication skill gaps to improve performance outcomes.

 Analytical and critical thinking skills for assessing performance data and designing learning interventions.

 Experience coordinating training schedules, outlines, and lesson plans independently.

 Graduate/Postgraduate degree in English, Communication, Humanities, or related field. Certifications like TTT (Train the Trainer) or Voice & Accent Certification preferred.

 A team player who is supportive, flexible, and proactive in taking ownership of results.

 Highly organized, detail-oriented, patient, and action-driven, with the ability to work across teams.

 Open to working on shifting schedules and holidays, as per training or business requirements.

 Understanding of effective teaching methodologies, sales psychology, consumer behavior, and technology-driven communication will be an added advantage.

We offer:

 Salary – Negotiable, as per industry standards

 Meal/Refreshments

 5 Days Working – US Shifts – Rotational Shift & Week Offs

 Both Side A/C Cabs