Quality & Process Trainer

Monitor and audit sales calls to evaluate agent performance and quality parameters

Ensure adherence to sales process, pitch, compliance, and customer handling guidelines

Provide regular feedback and coaching sessions to sales executives

Conduct new joiner training, product/process training, and refresher training

Identify performance gaps and prepare improvement plans

Track quality scores and share performance reports with management

Conduct call calibration sessions with Operations and Team Leaders

Maintain quality dashboards and MIS reports

Support sales team in improving conversion, communication skills, and customer experience

Ensure compliance with company policies and client requirements