Process Trainer (Inside sales)

Key Responsibilities

Training & Capability Building

• Deliver product, process, sales, and refresher training programs for Inside Sales advisors.

• Train advisors on consultative selling, need discovery, rapport building, product explanation, objection handling, follow-ups, and closure techniques.

• Develop and update training materials, including presentations, scripts, process guides, assessments, role plays, and knowledge resources.

• Conduct mock calls, role plays, knowledge checks, and certification assessments for new and existing employees.

• Provide focused coaching and retraining for advisors based on performance data, call-audit findings, and business requirements.

• Support new hires through nesting and on-the-job training to improve speed to proficiency.

• Analyze audit results, customer feedback, conversion trends, and sales- performance data to identify recurring skill and process gaps.

• Ensure advisors follow approved sales scripts, pricing/product guidelines, data privacy norms, and customer communication standards.

• Prepare daily, weekly, and monthly reports on training completion, audit scores, key errors, compliance trends, and improvement actions.

• Track post-training and post-coaching performance to evaluate the impact of interventions.

Key Performance Indicators

• Training completion, assessment scores, and new-hire certification rates

• Speed to proficiency and post-training sales productivity

• Call quality scores and audit accuracy

• Reduction in critical errors and compliance deviations

• Improvement in conversion, follow-up adherence, and CRM hygiene

• Closure of coaching feedback and performance-improvement plans

• Audit productivity and calibration variance

• Reduction in repeat complaints and customer escalations

Skills & Competencies:

• 25 years of experience in sales training, quality assurance, call monitoring, inside sales, telesales, or customer experience.

• Strong facilitation, coaching, presentation, and communication skills.

• Good understanding of inside-sales funnels, sales call flow, conversion levers, and objection handling.

• Excellent listening, observation, auditing, and analytical skills.

• Ability to analyze data, identify root causes, and recommend practical improvements.

• Ability to provide constructive and evidence-based feedback.

• Proficiency in MS Excel/Google Sheets; knowledge of reporting and dashboard tools is an advantage.