HYDERABAD · FULLTIME
Manager Training & Quality Reporting
ISBF-Indian School of Business and Finance
Hyderabad · onsite · Posted 69d ago
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Undisclosed5–10 yrsfulltimeHyderabad
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Section · 01
About this role
Job Summary
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
crmlmsCareer developmentperformance improvementOutboundSASStakeholder ManagementsalesforcebpoTelesales
Section · Company
About ISBF-Indian School of Business and Finance
ISBF-Indian School of Business and Finance
Financial Services
New Delhi, Delhi
India
₹6.4L PA avg
Avg at ISBF-Indian School of Business and Finance
About
Indian School of Business and Finance (ISBF) is an academic institution offering undergraduate and postgraduate programs in economics, finance, and management. Affiliated with the University of London, it provides globally recognized curricula designed to prepare students for careers in business, policy, and research. ISBF emphasizes academic rigor, international exposure, and practical learning, positioning itself as a premier destination for higher education in business and finance in India.
Industries
Financial Services
Employee ratings
5 reviews
3.6/ 5
Culture
2.4
Career growth
2.0
Work-life
3.2
Employees rate it well for
Work-Life Balance38Overall Company36
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