Process Trainer

Owns training for the NBH Permission Calling team — the team driving society permissions and rate card conversations against brand campaigns. Responsible for ensuring pitch quality is consistently at the expected standard, all SOPs/guidelines are followed, and the team's performance and overall productivity keep improving.

About the Rol

eDesign and deliver training for the calling team on pitch quality, rate card conversations, and permission conversion — ensuring every caller performs at the expected standard

.

Responsibilit

• iesMonitor calls/pitches against SOPs and guidelines; identify gaps and coach callers to close th
• em.Run structured onboarding for new callers and refresher training for the existing te
• am.Track individual and team performance and productivity, and design targeted coaching plans to drive improveme
• nt.Partner with the GM — Permission Calling to translate KPI gaps (conversion, productivity, SOP adherence) into specific training interventio
• ns.Maintain and continuously update training content (scripts, objection-handling playbooks, SOP guides) as campaigns and rate cards evol

ve.
Qualificat

• ionsPrior experience in a calling/tele-sales background, combined with prior experience in a training role — ideally has both pitched/sold over calls and trained/coached a calling team bef

ore.
Required S

• killsTrack record of driving team performance/productivity numbers, not just delivering training con
• tent.Strong coaching and communication skills; ability to give direct, actionable feed
• back.Data-oriented — comfortable tracking training impact against hard KPIs (conversion %, productivity, SOP complia