Training & Quality Specialist

Role Overview

The Training & Quality Specialist will enhance sales performance by delivering impactful training, monitoring call quality, driving process compliance, and improving customer and conversion outcomes. The role blends coaching, quality auditing, and performance enablement to build a high-performing, customer-centric sales floor.

Key Responsibilities

1. Training & Sales Enablement

• Develop and deliver sales training modules (product, pitch, objections, compliance, customer handling)
• Conduct new hire batch training and floor refresher sessions
• Run daily/weekly huddles to improve conversion and communication
• Create role-based learning paths for agents, team leaders and sales SMEs
• Perform one-on-one coaching and shadowing for bottom performers
• Measure training effectiveness through pre/post assessments and sales lift

2. Quality Audits & Call Monitoring

• Monitor and audit sales calls for pitch quality, compliance, accuracy, process discipline and closing skills
• Score calls using internal Quality Scorecards
• Identify fatal errors (mis-selling, false commitments, non-compliance)
• Deliver structured feedback, RCA (Root Cause Analysis) and improvement plans
• Maintain calibration sessions to align operations with quality benchmarks

3. Performance & Process Compliance

• Analyze quality trends impacting sales conversions, CSAT and compliance
• Drive adherence to scripts, disclosures and customer-first selling standards
• Partner with Operations to close knowledge, pitch and process gaps
• Publish performance dashboards including Quality %, Conversion % & Sales %
• Maintain reporting using Google Sheets or Microsoft Excel

4. Content & SOP Development

• Design call guides, pitch frameworks, objection handling playbooks
• Standardize SOPs for sales communication and quality governance
• Own documentation of audits, training records (Training NHT Batch Tracker), feedback & coaching logs and share daily to all stakeholder on every alternate days.

*Mandate : Auto Parts International experience*

Interested candidate can share your CV on 9975079757 or email on hr@vteleservices.com