{"id":3082848,"url":"https://alion.io/job/ketto-org-process-trainer","title":"Process Trainer","company":{"id":39806,"name":"Ketto.org","domain":"ketto.org","url":"https://alion.io/company/ketto-org","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Education","role_family":"Education","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":500000,"max":650000,"currency":"INR","period":"year","gross":null,"usd_annual":6902},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-29T09:01:41Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-23T04:54:15Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"Process Trainer - Sales\nDepartment: Quality & Training\nCompany: Ketto\nExperience: Minimum 2 years as a sales trainer, preferably in BPO sales or telesales\nAbout Ketto\nKetto 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.\nAbout the Role\nWe 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.\nThe ideal candidate combines strong facilitation and coaching skills with an analytical approach to training effectiveness, throughput, and employee retention.\nKey Responsibilities\nTraining Delivery & Facilitation\nPlan, manage, and deliver NHT, OJT, refresher training, and ongoing floor support.\nTrain agents on the donation process, product and process knowledge, sales techniques, negotiation, and effective call handling.\nBuild communication, active listening, empathy, persuasion, objection-handling, and trust-building skills.\nFacilitate engaging classroom, virtual, and hybrid sessions using role-plays, mock calls, practical exercises, and live call assessments.\nEnsure training content and delivery align with business objectives, sales targets, quality standards, and compliance requirements.\nPromote ethical, accurate, and respectful donor conversations.\nTraining Content & Assessments\nDesign and update training curricula, facilitator guides, process documents, job aids, and PowerPoint presentations.\nCreate and administer Process Knowledge Tests (PKTs), practical assessments, and readiness evaluations.\nEvaluate learning effectiveness through assessment results, participation, call quality, and on-the-job performance.\nCoordinate with relevant stakeholders to incorporate process changes and recurring performance gaps into training materials.\nPerformance Improvement & Coaching\nConduct Training Needs Identification/Analysis (TNI/TNA) using performance data, call audits, assessments, and stakeholder feedback.\nDevelop targeted coaching and refresher plans to improve bottom-quartile performance.\nProvide structured, actionable feedback and monitor progress against agreed improvement goals.\nPartner with Operations and Quality teams to support agent readiness and improve sales conversion, quality, and productivity.\nIdentify early signs of disengagement and work with stakeholders to reduce training attrition and improve retention.\nThroughput Management & Reporting\nTrack and analyze NHT and OJT throughput, including batch progression, assessment outcomes, certification, and training drop-offs.\nCalculate throughput and attrition metrics using agreed definitions and identify opportunities for improvement.\nMaintain accurate training records, assessment trackers, coaching logs, and performance dashboards.\nReport training outcomes, agent readiness, risks, and improvement actions to management.\nMeasure training effectiveness through relevant KPIs, including sales performance, quality scores, time to proficiency, and retention.\nRequired Qualifications & Skills\nMinimum 2 years of experience as a sales trainer, preferably in a BPO, contact centre, or telesales environment.\nHands-on experience managing NHT, OJT, refresher training, and floor support.\nStrong understanding of sales techniques, cold calling, objection handling, and soft-skills training.\nProven ability to conduct TNI/TNA and deliver targeted performance improvement interventions.\nSound knowledge of throughput calculations, attrition tracking, and training performance analysis.\nExperience creating PKTs and conducting knowledge, skills, and readiness assessments.\nGood working knowledge of Microsoft Excel for reporting, tracking, and data analysis.\nProficiency in creating and delivering impactful Microsoft PowerPoint presentations.\nExcellent verbal, written, interpersonal, presentation, and facilitation skills.\nStrong coaching, feedback delivery, stakeholder management, and people engagement skills.\nComfort working with CRM systems, call monitoring tools, and reporting dashboards.\nStrong accountability, time management, and ability to work in a fast-paced environment.\nWillingness to work flexible shifts based on business requirements.\nAdded Advantage\nExposure to AI tools for training content development, assessment creation, role-play simulations, performance analysis, or other learning initiatives.\nExperience in fundraising, crowdfunding, healthcare, or donor engagement processes.\nWhat We Offer\nCompetitive compensation aligned with experience and industry standards.\nA collaborative, inclusive, and merit-driven work environment.\nOpportunities for professional development and career growth.\nThe opportunity to contribute to a purpose-led organization focused on expanding access to healthcare.","description_format":"text","description_chars":5177,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Crowdfunding & P2P 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