Trainer - Intake and Case Work Operations

About Company

DemandX, a subsidiary of DemandLane, is a vertically integrated case acquisition solution for law firms. We combine marketing, technology, and intake to generate cases at scale, using a stack that brings together analytics, AI, and omni-channel marketing. Our intake center makes sure law firms receive high-quality, pre-vetted leads. Our team is spread across India, Romania, and the US.

Train our intake agents and case workers. Own the cycle from needs analysis to certification to floor performance.

You will be the shared trainer for two teams: our intake agents (legal case intake and B2B appointment setting) and our case workers. You own the full training cycle for both: assessing needs, running new-hire batches, certifying trainees, supporting them through OJT, and closing the skill gaps that QA audits find. We will train you on our processes after you join, so you can then train others. Beyond new-hire batches, the role covers refresher training, PIP coaching, compliance training, and content creation.

What you will own

1. Training needs analysis

• Run TNA and TNI for each team, campaign, and role, using QA data, call reviews, case audits, and floor feedback.
• Turn the findings into a training plan with clear priorities and timelines.

2. New-hire training and onboarding

• Build and deliver the onboarding plan for each batch.
• For intake agents: process knowledge, call handling, verbal and written communication, tools, and compliance. • For case workers: the case management process, filings and deadlines, documentation standards, systems, and professional phone and email communication with US agencies and colleagues.
• Run knowledge tests and practical assessments through training. Certify trainees and hand them over to their team.
• Support trainees through OJT, including supervised live work for case workers, until they are production-ready. 3. Ongoing training
• Run refresher sessions based on QA audit trends and recurring errors in calls and case work. • Build targeted coaching plans for agents and case workers on a PIP and track their progress. • Brief the floor on process and campaign changes, and confirm they understood them. • Run progressive certification assessments for case workers as they gain experience.

4. Compliance training

• Deliver and track training on TCPA/DNC, HIPAA, POSH, social media conduct, and safe handling of claimant medical and personal data. Keep completion records.

5. Content

• Create and maintain SOPs, training modules, job aids, and assessments for both teams. Update them when processes change.
• Create and maintain intake training content, and keep case-worker materials and assessments current with our US team.
• Keep training material and assessments consistent with each other.

Why this role

• Own training for two teams. You design the plan, content, and assessments.
• Act as the stakeholder for the training team, with a real say in how training is run and improved. • Get hands-on with the latest AI tools, with room to learn, try, and adapt them in your training work. • Cab and meals provided.
• Fixed weekends off.

Who we are looking for

MUST HAVE

• Graduate degree
• 2+ years as a trainer in a voice contact center • 2+ years of US/Canada voice experience in sales or lead generation
• Experience running TNA/TNI and building assessments
• Strong spoken and written English, and the ability to coach others on both
• Working knowledge of PowerPoint, Word, and Excel
• Quick learner on new processes and software, and comfortable with detail-heavy, deadline-driven work • Comfortable working US night shifts

HOW TO APPLY

Send your resume to [email removed] with the subject line Trainer, Noida.