Trainer

About the Role

Vahan's Direct Channel (DC) team drives candidate placements (FTs) through outbound telecalling. This role owns the training and quality backbone that makes that shift stick: onboarding new TCs fast, continuously upskilling the existing bench, and closing the "rigour gap" that has been identified as the primary driver of past underperformance.

What You'll Own

- New hire onboarding: Design and run induction training for new TCs and TLs — product pitch, objection handling, dialer/CRM usage, compliance, and the new

call-quality standard (calls >120 seconds, meaningful conversation criteria).

- Ongoing skill-building: Run refresher modules based on QA findings, incentive-scheme changes, and campaign-specific requirements (e.g., referral-code

application, FOD-connected process steps).

- Call quality & QA: Build and maintain a call-monitoring/scoring rubric; conduct regular call audits (live and recorded) and feedback sessions with TCs and TLs.

- Certification & readiness: Own a sign-off process — no TC goes live on production leads without clearing a certification bar.

- Content ownership: Create and maintain training decks, call scripts, objection-handling playbooks, and process SOPs; keep them current as targets, incentives, and client processes change.

- Performance diagnostics: Partner with the DC Manager and Data POC to identify

skill-linked drop-offs (e.g., low FT conversion, poor call quality) vs. process/lead-quality

issues, and design targeted interventions.

- TL enablement: Train Team Leads to coach their own TCs day-to-day, so quality reinforcement doesn't rely solely on the central trainer.

What We're Looking For

- 3–6 years in a training/L&D or quality role within a BPO, telecalling, or outbound sales/collections environment.

- Track record of building onboarding programs and QA frameworks from scratch, not just delivering existing content.

- Comfortable with data — able to read call/perf sheets, spot patterns, and tie training interventions to conversion metrics (not just attendance/completion).

- Strong facilitation skills; able to run engaging sessions for a large, high-churn frontline workforce.

- Prior experience in gig/blue-collar hiring, lead-gen telecalling, or high-volume outbound is a strong plus.

- Comfortable operating in a fast-changing, still-being-fixed process environment — this is a build phase, not a maintain phase.

Must-Have

● 3+ years in a training/L&D or quality (QA) role within a BPO, telecalling, outbound sales, or collections environment.

● Hands-on experience building a call-quality scorecard/rubric and running audits.

● Experience onboarding and certifying frontline agents at scale (batches of 10+).

● Comfort reading performance/call data (Excel/Sheets) to link training to conversion outcomes.

● Strong verbal and written communication in English and Hindi (or the local frontline language mix).

Should-Have

● Experience training TLs/coaches to cascade quality standards, not just training frontline agents directly.

● Exposure to gig/blue-collar or high-volume lead-gen telecalling environments.

● Experience operating through a KPI or process change (e.g., managing a team through a metric shift).

● Familiarity with dialer/CRM tools used in outbound telecalling. Nice-to-Have

● Prior experience in a BPO/vendor-facing role (training partner-side agents, not just in-house).

● Exposure to incentive-design or performance-management schemes for frontline teams.

● Experience in a startup/build-phase environment where processes are still being defined.