Trainer

Key Responsibilities

• Deliver training on Digital Lending, Personal Loans,Credit Lines, Paymentand Insurance Products( Life, Health,Motor and General)
• Ensure strict adherence to RBI,IRDAI,KYC and fair practice guidelinesConduct compliance certifications, refreshers, and audit preparedness programs
• Train telesales, Digital Sales,Retention on pitch objection handling,cross sell and upsell
• Train inbound and outbound service teams across calls,chat,email and social media
• Enable empathy led conversations,de- escelation and first contact resolutions
• Reduce repeat contacts, complaints and app-related escalations ,conduct call audits, coaching, track training impact on AHT,FCR,CSAT,QA scores ,develop micro learning modules
• Strong understanding of NBFC products, digital lending journeys, and insurance distribution.
• Practical knowledge of RBI and IRDAI regulations, KYC/AML norms, and audit requirements.
• Experience training sales, service, retention, and collections teams in BFSI environments
• Hands-on experience with QA frameworks, call audits, and calibration.
• Data-driven approach with ability to correlate training with business KPIs.
• Strong root-cause analysis and corrective action capability.
• Certified or experienced trainer with strong facilitation and adult-learning skills.
• Expertise in Voice & Accent training and customer communication standards.
• Proven ability to design role-plays, mock calls, certifications, and refresher programs