Process Trainer

Process Trainer - Sales

Department: Quality & Training

Company: Ketto

Experience: Minimum 2 years as a sales trainer, preferably in BPO sales or telesales

About Ketto

Ketto is a technology-enabled crowdfunding platform driven by the vision of “Healthcare for All.” We help individuals and communities connect with donors to raise funds for medical needs and other meaningful causes. Join us in building stronger donor relationships and creating a positive impact through effective, empathetic conversations.

About the Role

We are looking for an experienced Process Trainer - Sales to develop and strengthen the capabilities of our sales and donor engagement teams. The role involves managing New Hire Training (NHT), On-the-Job Training (OJT), refresher training, and floor coaching to improve agent readiness, sales performance, process knowledge, and donor experience.

The ideal candidate combines strong facilitation and coaching skills with an analytical approach to training effectiveness, throughput, and employee retention.

Key Responsibilities

Training Delivery & Facilitation

• Plan, manage, and deliver NHT, OJT, refresher training, and ongoing floor support.
• Train agents on the donation process, product and process knowledge, sales techniques, negotiation, and effective call handling.
• Build communication, active listening, empathy, persuasion, objection-handling, and trust-building skills.
• Facilitate engaging classroom, virtual, and hybrid sessions using role-plays, mock calls, practical exercises, and live call assessments.
• Ensure training content and delivery align with business objectives, sales targets, quality standards, and compliance requirements.
• Promote ethical, accurate, and respectful donor conversations.

Training Content & Assessments

• Design and update training curricula, facilitator guides, process documents, job aids, and PowerPoint presentations.
• Create and administer Process Knowledge Tests (PKTs), practical assessments, and readiness evaluations.
• Evaluate learning effectiveness through assessment results, participation, call quality, and on-the-job performance.
• Coordinate with relevant stakeholders to incorporate process changes and recurring performance gaps into training materials.

Performance Improvement & Coaching

• Conduct Training Needs Identification/Analysis (TNI/TNA) using performance data, call audits, assessments, and stakeholder feedback.
• Develop targeted coaching and refresher plans to improve bottom-quartile performance.
• Provide structured, actionable feedback and monitor progress against agreed improvement goals.
• Partner with Operations and Quality teams to support agent readiness and improve sales conversion, quality, and productivity.
• Identify early signs of disengagement and work with stakeholders to reduce training attrition and improve retention.

Throughput Management & Reporting

• Track and analyze NHT and OJT throughput, including batch progression, assessment outcomes, certification, and training drop-offs.
• Calculate throughput and attrition metrics using agreed definitions and identify opportunities for improvement.
• Maintain accurate training records, assessment trackers, coaching logs, and performance dashboards.
• Report training outcomes, agent readiness, risks, and improvement actions to management.
• Measure training effectiveness through relevant KPIs, including sales performance, quality scores, time to proficiency, and retention.

Required Qualifications & Skills

• Minimum 2 years of experience as a sales trainer, preferably in a BPO, contact centre, or telesales environment.
• Hands-on experience managing NHT, OJT, refresher training, and floor support.
• Strong understanding of sales techniques, cold calling, objection handling, and soft-skills training.
• Proven ability to conduct TNI/TNA and deliver targeted performance improvement interventions.
• Sound knowledge of throughput calculations, attrition tracking, and training performance analysis.
• Experience creating PKTs and conducting knowledge, skills, and readiness assessments.
• Good working knowledge of Microsoft Excel for reporting, tracking, and data analysis.
• Proficiency in creating and delivering impactful Microsoft PowerPoint presentations.
• Excellent verbal, written, interpersonal, presentation, and facilitation skills.
• Strong coaching, feedback delivery, stakeholder management, and people engagement skills.
• Comfort working with CRM systems, call monitoring tools, and reporting dashboards.
• Strong accountability, time management, and ability to work in a fast-paced environment.
• Willingness to work flexible shifts based on business requirements.

Added Advantage

• Exposure to AI tools for training content development, assessment creation, role-play simulations, performance analysis, or other learning initiatives.
• Experience in fundraising, crowdfunding, healthcare, or donor engagement processes.

What We Offer

• Competitive compensation aligned with experience and industry standards.
• A collaborative, inclusive, and merit-driven work environment.
• Opportunities for professional development and career growth.
• The opportunity to contribute to a purpose-led organization focused on expanding access to healthcare.