WorkIndia
Website:
workindia.in
Job details:
About the Role:
WorkIndia is looking for a Training & Quality Manager to build and lead its Sales Academy — owning the end-to-end journey of a telesales agent from hiring to full productivity, and the ongoing quality of every sales conversation thereafter. Sales is the primary and largest charter, and the same training-and-quality umbrella extends to the Support, Verification and Customer Success teams. This is a high-visibility, cross-functional role that sits at the intersection of HR, Operations and Sales Excellence, and directly shapes how fast and how well new agents across these functions ramp up.
What You'll Do:
Academy & Training (Sales — primary; also Support, Verification, Customer Success)
- Lead WorkIndia's Sales Academy — the training charter for all incoming telesales agents — and extend the same training framework to Support, Verification and Customer Success teams.
- Own end-to-end training of new agents/executives through to ops handover, with clear productivity and efficiency benchmarks, function by function.
- Design and continuously refresh training curricula, certification frameworks and assessment criteria before agents go live, tailored to each function's process and tone (sales pitch vs. support resolution vs. verification accuracy vs. CS retention).
- Build training content for GTM launches — CRM changes, new sales/support/CS modules, process or policy updates across functions.
- Run refresher and up-skilling programs for tenured agents across all in-scope functions based on quality trends and skill gaps.
Quality (Sales — primary; also Support, Verification, Customer Success)
- Own end-to-end quality of telesales agents, and build/run the same quality function for Support, Verification and Customer Success — from the ground up.
- Conduct random and structured audits of calls/interactions across all in-scope functions using AI-based speech/QA tools and manual call listening/transcription.
- Define function-specific quality scorecards, calibrate auditors, and run regular calibration sessions to keep scoring objective and consistent across sales, support, verification and CS.
- Drive root-cause analysis on recurring quality gaps in each function and feed insights back into training design.
Process, Tools & Stakeholder Management
- Act as the liaison between HR, Operations Head and Sales Excellence Head — and the leads of Support, Verification and Customer Success — aligning hiring pipeline, training capacity and floor readiness across functions.
- Partner with Product to build process and digital tools for training and quality that improve productivity and quality, and reduce hiring-to-max-productivity TAT, across sales and the other in-scope functions.
- Bring benchmarked inputs from similar industries to shape product and process strategy with stakeholders.
- Own SOPs, governance cadence and reporting rhythm for training and quality (daily/weekly/monthly reviews with leadership) across all functions in scope.
- Maintain dashboards and MIS tracking training TAT, certification pass rates, quality scores and productivity impact — by function.
People Management
- Lead, coach and develop a team of up to 10 trainers/quality analysts; set goals, review performance and build a bench.
What We're Looking For:
- 6–10+ years of experience in training and/or quality roles within telesales, BPO, EdTech, fintech or other high-volume phone-based sales/support/CS environments; benchmarked against similar academy/quality-function profiles in comparable industries.
- Prior experience setting up or scaling a training/academy or quality function from scratch, ideally across more than one function (sales plus support/CS/back-office/verification), is a strong plus.
- Hands-on with Excel/Google Sheets and dashboarding (Power BI, Tableau or similar) for performance and quality tracking.
- Working knowledge of AI-based call/speech-analytics QA tools and CRM/telephony platforms used in telesales.
- Strong stakeholder management — comfortable driving alignment across HR, Ops and Sales Excellence leadership.
- Proven people-management experience, having led teams of 5–10+ trainers or quality analysts.
- Structured, data-driven problem solver with excellent written communication for SOPs and training collateral.
Click on Apply to know more.
