Training Specialist Featured

Summary

To design, develop, and deliver high-impact training programs for Solar and Final Expense campaigns by applying structured instructional design methodologies and adult learning principles. The role focuses on building agent capability, improving conversion rates, and driving performance through data-backed training interventions aligned with business KPIs.

Key Responsibilities

1. Instructional Design & Content Development

• Design end-to-end training programs using the ADDIE model (Analyze, Design, Develop, Implement, Evaluate)
• Develop structured training modules for Solar and Final Expense campaigns, including scripts, rebuttals, call flows, and objection handling
• Create engaging learning materials such as presentations, facilitator guides, activities, and assessments
• Customize content based on QA insights, call audits, and identified operational gaps

2. Training Delivery & Facilitation

• Conduct onboarding, refresher, and upskilling sessions using adult learning principles
• Facilitate both classroom and virtual training sessions with high engagement
• Apply interactive techniques such as roleplays, simulations, call listening, and peer learning
• Act as a lead facilitator to drive behavioral and performance improvement

3. Performance Improvement & Coaching

• Identify skill gaps through QA dashboards, call monitoring, and performance reports
• Conduct targeted coaching sessions for low-performing agents and teams
• Partner with Operations to improve conversion rates, quality scores, and productivity
• Deliver floor interventions, including power huddles, live coaching, and feedback sessions

4. Training Effectiveness & Reporting

• Measure training effectiveness through pre- and post-assessments and performance metrics
• Track KPIs such as conversion rates, QA scores, and call handling improvements
• Maintain training records, reports, and performance dashboards
• Continuously refine training programs based on feedback and results

5. Stakeholder Collaboration

• Collaborate with Operations, QA, and HR to align training with business goals
• Share regular updates on training impact and progress
• Support leadership in identifying training needs and capability gaps

6. Knowledge Management & Repository

• Maintain and update training content on SharePoint or LMS platforms
• Ensure version control and accessibility of all training materials
• Document best practices, learning interventions, and training frameworks

Requirements (Skills & Qualifications)

• Minimum 2 years of experience in Training/L&D (BPO experience preferred)
• Experience in Solar or Final Expense campaigns (mandatory/preferred)
• Strong understanding of adult learning principles (Andragogy)
• Hands-on experience with the ADDIE model for instructional design
• Excellent facilitation, presentation, and communication skills
• Strong understanding of US BPO sales processes and customer handling
• Proven experience in coaching, objection handling, and performance improvement
• Proficiency in MS Office, Google Workspace, and training tools
• Ability to analyze data and translate insights into effective training interventions

Benefits:

• Gym Facility
• Medical Insurance
• Paid Leave
• Provident Fund + EOBI
• Training Programs
• Market Competitive Salary + Lucrative Bonus
• Transport for Females
• Career Path