Call Centre Trainer

About the Role

DriveX Direct is looking for a passionate and experienced Trainer to build a high-performing Tele calling team. The Trainer will be responsible for onboarding new hires, delivering process and sales training, conducting quality audits, coaching agents, and driving continuous improvement across the Seller Success, Retail, and VAS teams.

The role will ensure every agent is equipped with the knowledge, skills, and confidence to deliver an exceptional customer experience while achieving business goals.

Key Responsibilities

Training & Capability Development

• Conduct induction, onboarding, and certification programs for all new hires.
• Deliver training on the complete DriveX Direct seller and buyer journey, including Inspection Scheduling, C2C Listing, Dealer Auction (DAP), Paid Seller Packages, Retail Confirmation, RC Transfer, Retail Finance, CRM processes, and SOPs.
• Conduct refresher training sessions and support agents during their nesting period.
• Lead training for new product launches, CRM enhancements, and process changes before implementation.

Quality Assurance & Coaching

• Conduct regular call audits across Seller Success, Retail, and VAS teams using the defined QA scorecard.
• Conduct calibration sessions with Team Leaders to ensure consistent quality evaluation.
• Identify knowledge and performance gaps through QA audits, KPI reviews, and business metrics.
• Provide structured one-on-one coaching, feedback sessions, and Performance Improvement Plans (PIPs) for low-performing agents.
• Track coaching effectiveness and ensure continuous improvement in quality and conversion metrics.

Knowledge Management

• Develop and maintain training decks, SOPs, process manuals, calling scripts, objection handling guides, quality scorecards, assessments, FAQs, and knowledge repositories.
• Ensure all training content remains updated with the latest business and process changes.

Performance Improvement

• Analyze operational metrics and QA findings to identify training opportunities.
• Work closely with Operations to improve conversion, productivity, customer experience, and process compliance.
• Recommend process improvements based on audit findings and customer feedback.

Stakeholder Management

• Collaborate with Operations, Product, CRM, Quality, HR, and Business Excellence teams to ensure training programs remain aligned with business objectives and operational changes.

Requirements

Key Skills

• Excellent communication, presentation, and facilitation skills.
• Strong coaching, mentoring, and people development abilities.
• Good understanding of quality frameworks and call auditing.
• Analytical mindset with the ability to identify performance gaps using data.
• Strong documentation and content development skills.
• Proficiency in CRM platforms and Microsoft Office/Google Workspace.
• Ability to manage multiple training initiatives in a fast-paced environment.

Experience & Qualification

• Graduate in any discipline.
• 3 - 5 years of experience in Training, Learning & Development, Quality, or Coaching within a tele calling/ contact center environment.
• Experience in designing training programs, conducting call audits, and coaching customer-facing teams.